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Smart Service Engineering
(2019)
Industry 4.0 has provided vast opportunities for manufacturing companies whilst simultaneously creating multiple challenges. In this new highly digitized globalized marketplace, manufacturing companies find themselves under pressure to become more service oriented and offer new innovative value offerings such as smart services. These are digital data-driven services that, generally, add value in conjunction with a physical product. However, classical methods of service engineering have not adapted sufficiently to the increasing digital components and requirements of smart services. This paper presents Smart Service Engineering as a novel service-engineering approach for industrial smart services. Smart Service Engineering draws from iterative development models and implements agile and customer-centric methods to decrease the overall development time and achieve an early market success. The paper focuses on the service development steps and presents the interaction and interconnection of different elements of smart services based on a case study research. Finally the paper illustrates the successful application of the Smart Service Engineering approach and its impact on a German medium-sized company in the textile machine industry.
Nowadays, providing purchasable goods is not enough for a company to survive on the global market. Because of competitive prices and a large range of products available, companies need to offer additional benefits to their customers in order to create a unique selling point. They add services to their product portfolio and offer clients the opportunity to acquire an additional service solution to go with it. The offered services need to fit to the customer's needs, resulting in a variety of available services, great complexity of the service range and decreasing transparency of the resource utilization. This paper addresses the problem by identifying variant-creating factors in product service systems, transferring them into an organizational framework and verifying their significance.