Service Engineering – Neue Services erfolgreich gestalten und umsetzen

Richter, Herbert Michael; Tschandl, Martin

doi:10.1007/978-3-658-17550-4_7

Cited by 16 publications

(7 citation statements)

References 4 publications

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“…By contrast, in later models (e.g. [2]) a finer breakdown of maturity stages is made. Yet, the rough division of maturity stages may provide a first guideline.…”

Section: Maturity Models In Literaturementioning

confidence: 99%

“…The levels within the model build on each other. This means that, for example, level 3 can only be achieved if the services in the lower levels are adequately mastered [2]. An in-depth description of the levels can be found in the following chapter 3.4.…”

Section: Five-level Maturity Model For Service Engineeringmentioning

confidence: 99%

“…However, entering the service market requires innovative ideas that may ultimately lead to a modification of the existing business model of the company. In some companies such changes are already recognizable, in many others, especially SMEs, the service idea is not yet far advanced [2].…”

Section: Introductionmentioning

confidence: 99%

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Maturity Model for Service Engineering

Fischer

Brunnhofer

2019

Teh. vjesn.

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Nowadays, the mere sale of physical products is often no longer sufficient for the long-term success of companies. Actually, the combination of physical products with services as a product-service bundle should be offered. Based on this initial situation, this article provides an analysis model for the plant manufacturer industry with a special focus on the maturity level of services. The analysis model shows both, the existent level of service maturity in a company and the steps, which are required to the next higher level of maturity in this model. After the theoretical conception of the model, it is validated practically through a questionnaire and a service maturity portfolio. The outcome shows, on the one hand the content suitability of the maturity model and on the other, it provides initial conclusions concerning the present service degree of maturity in companies.

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“…By contrast, in later models (e.g. [2]) a finer breakdown of maturity stages is made. Yet, the rough division of maturity stages may provide a first guideline.…”

Section: Maturity Models In Literaturementioning

confidence: 99%

Section: Five-level Maturity Model For Service Engineeringmentioning

confidence: 99%

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Maturity Model for Service Engineering

Fischer

Brunnhofer

2019

Teh. vjesn.

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“…It is recommended to evolve through the model step by step, as more advanced maturity levels principally build on the organisational capabilities and competences of the lower levels [6]. This is also the underlying logic of the maturity model for services, using the example of machine and plant engineering as illustrated in Figure 1 and described in the following passage [24]. It is divided into six levels, whereby level 0 basically does not include any substantial service apart from possible sales consulting and support.…”

Section: Service Maturity Modelmentioning

confidence: 99%

“…The potential for strategic differentiation from competition (x-axis) but also the required capabilities and organisational skills (y-axis) gradually increase along the path of this maturity model. [24]. As shown in Figure 1, maturity level 1 comprises services, which facilitate the production of machines and plants at the customer's site.…”

Section: Service Maturity Modelmentioning

confidence: 99%

Assessment, Development and Deployment of Innovative Services

Tschandl¹

2018

IJSTS

Self Cite

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Products are becoming gradually similar and thus, interchangeable due to the global convergence of producers and consumers, as well as the increasing homogeneity of product attributes and technologies. Differentiation merely by products has become highly complex and difficult. One potential solution for restoring or strengthening differentiation in the market is doing so by means of expanding existing products with specially tailored services (hybrid products) in order to achieve a sustainable, competitive advantage. The purpose of this paper is to address the major topics related to the assessment, development and deployment of innovative services in theory and practice as well as to underline the importance of digitisation for the development of such services. Hence, a thorough discussion of the concept of Service Engineering is a key feature of this paper. Additionally, the status of service development in Austrian companies has been assessed. A six-step maturity model is introduced, allowing the assessment of the current status quo as well as the target-setting. Furthermore, a procedure model for developing and implementing innovative services is presented.

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Service Engineering Models: History and Present-Day Requirements

Senderek

Kuntz

Stich

et al. 2019

IFIP Advances in Information and Communication Technology

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Since the field of service engineering emerged in the late 20 th century, the service industry has undergone drastic changes. Among the reasons for these changes is the increasing digitalization, which has made it difficult for companies to successfully develop new service offerings. While numerous service engineering models are available to provide guidance during the design of new services, many of them cannot keep up with the requirements of today's economic environment. The present paper examines the requirements that service engineering models need to meet in order to be suitable guidelines for the digital age. To this end, the introduction illustrates how digitalization has changed the service industry. Afterwards, selected service engineering models and related norms are presented. Finally, a set of requirements for modern service engineering models derived from best practices from recent years is introduced.

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Service Engineering – Neue Services erfolgreich gestalten und umsetzen

Cited by 16 publications

References 4 publications

Maturity Model for Service Engineering

Maturity Model for Service Engineering

Assessment, Development and Deployment of Innovative Services

Service Engineering Models: History and Present-Day Requirements

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