0000001624 21S 2SWS HS Seminar - Service Engineering: Case Studies of Successful Implementation (IN0014, IN4853)   Hilfe Logo

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Seminar - Service Engineering: Case Studies of Successful Implementation (IN0014, IN4853) 
advanced seminar
Summer semester 2021
Informatics 17 - Chair of Information Systems and Business Process Management (Prof. Rinderle-Ma)
(Contact information)
Allocations: 1 
Angaben zur Abhaltung
Teacher of the course: Dipl.-Ing. Till Post

The seminar will cover basic success factors in the B2B market (such as technology; service outcome, innovation, productivity and quality; service role models; requirements characteristics, specification, key performance indicators; baseline identification and implementation; international, distribution, service channels; service organisation processes and interdependencies). Furthermore, methodological approaches (such as service terminology, process models, life cycles & gaps; service context, SWOT, requirements management; service CANVAS, BEA, capacities; service QFD, processes, resources and quality; service catalogue, modules, price list, contracts; service FMEA; service satisfaction and service balanced score card) of service engineering are introduced and practised. By means of individual case studies, theoretical contents are transferred to current topics and implications are derived.

Using matching system of TUM (https://matching.in.tum.de/)
target group: bachelor students of computer science, information systems and management and technology, 2nd-6th semester;
basic knowledge in marketing and engineering desirable;
The aim of the seminar is the handling of service engineering in the service management environment. Based on a technological platform of complex industrial hardware and software solutions as well as business models, the implementing development for the service and solution business is presented and discussed. On the one hand, emphasis is placed on the close interlocking of technology and business management and, on the other hand, on the current state of science and practice. The focus is on causal and networked procedures and methods and their discussion and further development. Further foundations are standards and the associated terminology. In the literature you will find further suggestions under the keywords technical or industrial services, product-accompanying services, "hybrid products" or "product-service systems" (PSS). In addition, case studies from the practice of Rohde & Schwarz, Giesecke & Devrient and BMW, but also from small and medium-sized enterprises (SMEs) will be presented and discussed. The result of the seminar is a poster that will be created in a team.
Für die Anmeldung zur Teilnahme müssen Sie sich in TUMonline als Studierende*r identifizieren.
Böhmann, Warg, Weiss; Service-orientierte Geschäftsmodelle 2013
Bullinger, H.-J.; Scheer, A.-W. (HRSG.): Service Engineering, Berlin. 2006
Burr, W.: Markt- und Unternehmensstrukturen bei technischen Dienstleistungen 2014
Cardoso, J.; Fromm, H.; Nickel, S.; Satzger, G. - Fundamentals of Service Systems 2015
Haberfellner, Reinhard: Systems Engineering: Grundlagen und Anwendung, Zürich 2014
DIN SPEC 77007, DIN SPEC 33453 u.a.
Fischer, Thomas; Gebauer, Heiko, Fleisch, Elgar: Service Business Development: Strategies for Value Creation in Manufacturing Firms, 2014
Gremler, Dwayne; Bitner, Mary Jo; Zeithaml, Valarie A.: Services Marketing (6th Edition) von McGraw-Hill/Irwin
Herrmann, T., Kleinbeck U., Krcmar H.: Konzepte für das Service Engineering, 2005
Jovanov, E.: Service-QFD, 2011
Lindemann, U.: Methodische Entwicklung technischer Produkte – Methoden 2009
Leimeister, J.M.; Einführung in die Wirtschaftsinformatik 2015 ((CANVAS))
Leimeister, J.M.; Dienstleistungsengineering und –management 2020
Möller, K.: Produktivität von Dienstleistungen, SpringerGabler
Parasuraman, A / Valerie A. Zeithaml / Leonard L. Berry: Service Quality Model (GAP-Modell), in: A Conceptual Model of Service Quality and Its Implications for Future Research, [online] https://www.jstor.org/stable/1251430?origin=JSTOR-pdf&seq=1#metadata_info_tab_contents 1985
Saatweber, J.: Kundenorientierung durch Quality Function Deployment, Düsseldorf.
Scheer, A.-W.; Spath, D. (Hrsg.): Computer Aided Service Engineering, Heidelberg.
Schermann, M., Krcmar H.: Risk Service Engineering (Dissertation) 2009
Schmelzer, H.; Geschäftsprozessmanagement in der Praxis, 2013
Seiter, M.: Industrielle Dienstleistungen (e-Book) - Controlling
Simon, W.: GABALs großer Methodenkoffer Managementtechniken, Offenbach. 2005
Stamatis, D.H.: Failure Mode and Effect Analysis, Milwaukee.
Wood, J.B.: Complexity Avalanche – The consumption Gap, tsia 2009
Online information
e-learning course (moodle)
The information meeting takes places on January 27th, 2021, at 4 pm online (https://tum-conf.zoom.us/j/2428985830). Concerning possible changes of that date please check the scheduled dates of this course.

The slides of the preliminary meeting are stored under course documents.

If you have any questions, please contact timo.boettcher@tum.de

The course takes place in cooperation with AFSMI German Chapter e.V. (www.afsmi.de). For successful participation in the course, you get a confirmation of participation of AFSMI German Chapter e.V.