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- Dienstleistungsmanagement (35) (remove)
Manufacturing companies are constantly increasing their efforts in the subscription business, also known as product-as-a-service business, offering usage and outcome based solutions (value-in-use) instead of transactional services and products (value-in-exchange). Customers are becoming contractual subscribers of the solution in return for recurring, performance-related payments. To address arising, inevitable challenges like (1) reducing customer churn, (2) increasing usage intensity and outcome quality, (3) ensuring the adoption of product and software releases as well as (4) fostering customer loyalty, leading manufacturing companies are setting up a new organizational, customer-facing unit, called Customer Success Management (CSM). This unit has its origins in the software-as-a-service business, operating next to established entities like sales, key account management and customer service. Since there are currently no holistic models for an end-to-end description of CSM-tasks in the manufacturing industry, this paper contributes to a taskoriented reference model, using a grounded theory approach, examining both manufacturing and software companies. Containing a reference framework with 8 main tasks, 17 basic tasks and 76 elementary tasks, the reference model supports manufacturing companies in adapting and customizing a company-specific CSM concept.
Electricity generated by wind turbines (WT) is a pillar of the transition to renewable energy [1]. In order to economically utilize WTs, operating and maintenance costs, which account for 25% of total electricity generation costs in onshore WTs, are a focus of cost reduction activities [2]. A prescriptive maintenance approach can support in achieving this goal. Prescriptive maintenance is a maintenance approach, where asset condition data is collected and analyzed to recommend specific actions to prevent breakdowns and reduce downtimes. However, the processing and analysis of data is quite complex. Especially unstructured data (such as comments of service technicians in free text fields) is often left unused, as companies, mostly SMEs lack the capacity to carry out these analyses. In this work we propose an approach to utilize the information from service reports, maintenance reports as well as status records from SCADA systems for the development of a prescriptive maintenance approach to onshore WTs. To achieve this, an ontology was utilized in this approach to codify implicit knowledge of service technicians and aid in making unstructured data usable for further analysis. The ontology was used to link historical service and maintenance reports with status codes, thus enabling automated analysis. In interviews with WT topic experts and through further research, damage mechanisms and corresponding maintenance measures were identified and a measure catalogue was developed to support service and maintenance activities. The recognition of the root cause of problems allows for a prescriptive maintenance approach that recommends targeted actions to reduce downtimes and optimize maintenance activities, it also allows to effectively control the outcome of maintenance activities and optimize their execution.
Pricing for Smart-Product-Service-Systems in Subscription Business Models for Production Industries
(2021)
In the production industry, subscription business models have the potential to create long-term relationships where a supplier provides a continuous value-oriented service to a customer based on digitalisation. Monetising this increase in value through pricing represents a central challenge for suppliers in subscription business. Unlike the current dominant transactional business, the focus of pricing is on the value-in-use of the customer (e.g. on the increase in output for the customer). In this regard, there is so far no pricing approach for practice that allows the linking of the performance data of the customer with the periodically charged price. However, in subscription businesses, such an approach is required to create win-win situations for the customer and supplier through continuous performance improvement. Therefore, this paper develops a novel process model for pricing of smart-product-service-systems in subscription business for production industries. This process can serve as basis for suppliers of subscriptions in the production industry to align pricing with the created value-in-use. In the long term, this allows companies to systematically develop their pricing to monetise the potential of digitalisation.
Towards a Methodology to Determine Intersubjective Data Values in Industrial Business Activities
(2021)
This paper contributes to a valuation framework for valuing data as an intangible asset. Especially those industrial manufacturers developing and delivering holistic digital solutions are limited in calculating the true business value of data initiatives. Since the value of data is strongly dependent on the respective use case, a completely objective valuation is not possible. This complicates decision-making on the internal side regarding investments in digital transformation, and on the external side to communicate existing benefits to third parties via financial reporting. Therefore, the target is to design a valuation framework that allows industrial manufacturers to determine an intersubjective, i.e., traceable and transparent, data value. In order to develop a framework that can be applied in practice, the approach is based on industrial case study research.
Progress in the development of small electric and hybrid aircraft promises business opportunities for thin-haul air mobility services. In order to develop demand-oriented flight plan scenarios for Germany, this paper presents a model to estimate the marked volume of thin-haul air mobility. To quantify the potential demand, our model includes the steps of trip generation, trip distribution and mode choice. Trip generation and distribution takes place between 412 geographic subdivisions of Germany and is based on calibrated traffic forecast data for the year 2030. For the first time the five relevant modes of transport, namely: car, intercity train, intercity bus, commercial aircraft and thin-haul air mobility services, have been included in one model. The step of choosing the transport mode is implemented via a generalized cost approach, taking into account travel costs and travel time. Additionally, route modeling of all transport modes is enhanced by real market data using large-scale data readouts of web interfaces. As primary result we predict a market share of 6 % or 81 million trips per year for thin-haul air mobility services. The demand concentrates on a small number of airports: 30 % of the trips are estimated to be between only 20 airports. Hubs and main routes are identified to offer the potential for scheduled air services.
Der vorliegende Beitrag beschreibt eine Vorgehensweise zur kurzfristigen Umstellung von Blended-Learning- oder Präsenzangeboten. Hierbei werden neben möglichst schnell umsetzbaren technischen Lösungen auch notwendige organisatorische Anpassungen thematisiert und anhand des E-Mas-Weiterbildungsprogramms illustriert.
This paper contributes to an assessment framework for valuing data as an asset. Particularly industrial manufacturers developing and delivering Smart Product Service Systems (Smart PSS) are comprehensively depended on the business value derived by processing data. However, there is a lack in a framework for capturing and comparing the Smart PSS data value with the purpose of increasing the accountability of data initiatives. Therefore a qualitative data value assessment approach was developed and specified on Smart PSS, based on an industrial case study research. [https://link.springer.com/chapter/10.1007/978-3-030-57997-5_39]
Industrie 4.0 is said to have major positive effects on productivity in manufacturing companies. However, these effects are not visible yet. One reason for this is the lack of understanding of maintenance services as a crucial value contributing partner in production processes, although scientific literature already highlighted the importance of indirect maintenance costs. In order to retrieve the unused potential of maintenance services, a digital shadow in form of a sufficiently precise digital representation is required, providing a data model for the value of maintenance actions so that asset and maintenance strategies can be optimized later on. Using case study research for process manufacturers, the first research contribution of this paper consists of 21 value contributing elements being identified. The second contribution is a reference processes model, showing seven major process steps as well as the required intra-organization interaction on an information technology system level. Therefore, it provides the base for the missing data model shaping the targeted digital shadow of maintenance services’ value contribution. [https://link.springer.com/chapter/10.1007/978-3-030-57993-7_69]
Reliability-centered maintenance for production assets is a well-established concept for the most effective and efficient disposition of maintenance resources. Unfortunately, the approach takes a lot of effort and relies heavily on the knowledge of individuals. Reliability data in Computerized Maintenance Management System (CMMS) is scarce and almost never used well. An automated risk assessment system would have the potential to contribute to the dissemination and effective use of risk information and analysis. The individuality of production setting, however, prevents current systems from being practically relevant for most industries. The presented approach combines ontologies to store and link knowledge, an information logistics model displaying the various information streams, and the Internet of production to take the different user systems and infrastructure layers into account. The provided model of a reference digital shadow for risk information and a detailed information logistics model will help software companies to improve reliability software, standardize and enable assets owners to establish a customized digital shadow for their production networks. [https://link.springer.com/chapter/10.1007/978-3-030-57993-7_2]
Trends und Entwicklungen
(2020)
Der traditionelle After Sales Service inklusive der hohen Margen und Gewinnbeiträge steht einem Wandel gegenüber. Digitale Transformation, Globalisierung oder disruptive Geschäftsmodelle verändern die etablierten Rahmenbedingungen des Geschäftsbereiches zunehmend. Daher sollten sich Unternehmen auf diesen Wandel vorbereiten und Veränderungen in der eigenen Organisation anstoßen. Aus diesem Grund wird in dem letzten Kapitel des vorliegenden Buches auf wichtige Trends im After Sales Service eingegangen. Zu nennen sind hierbei der Ansatz der Servitization (Abschn. 7.1), die Digitale Transformation im After Sales Service (Abschn. 7.2), digitale Geschäftsmodelle (Abschn. 7.3), das Smart Service Engineering (Abschn. 7.4) oder der Einfluss der Elektromobilität auf den automobilen After Sales Service (Abschn. 7.5).
The industrial food production is currently caught between the increas-ing demands of numerous stakeholders, economic profitability and the challenges of digitization. A solution to face these various challenges can be seen in the aggregation of data into higher-value, independent data products that can be of-fered and sold on a buyer's market. Large amounts of heterogeneous data are already available in the value chain of the industrial food production, e.g. throughout the data-driven harvesting of primary products, further processing by interconnected production facilities and the information-intensive product distri-bution to end consumers. However, the data is usually only evaluated and used locally for the optimization of internal processes or, at the most, within compre-hensive partnerships. The purpose of this paper is to identify new revenue oppor-tunities for current and future players in the industrial food production by using data as an independent economic good (data products). For this purpose, scenar-ios for the development and use of data products via Industrial Internet of Things platforms are developed for a food technical reference process, the industrial chocolate production and its value chain. On this basis, examples for different types of data products and their value propositions are derived. The results can not only serve food producers and relevant stakeholders but all industrial produc-ers as an input for the future, yield-increasing orientation of their business models.
Glück per Abo
(2019)
Was charakterisiert einen Menschen jenseits seines offensichtlichen Verhaltens und seiner äußeren Gestalt? Wohl nichts so sehr wie seine Bedürfnisse und Wünsche. „Am Ende existiert der Mensch nur durch seine Bedürfnisse“, bringt es der Dichter Friedrich Hebbel überspitzt auf den Punkt. Doch wie sehen diese Bedürfnisse aus?
Service Engineering Models
(2019)
Since the field of service engineering emerged in the late 20th 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.
Smart Service Engineering
(2019)
In our digitalized economy, many traditional service engineering models lack flexibility, efficiency and adaptability. As today’s market differs significantly from the market of the late 20th century, service engineering models must meet different requirements today than they had to meet in the past. The present paper starts off by providing an overview of the requirements that modern service engineering models need to fulfill in order to succeed in today’s economic environment. Afterwards, three promising models that meet several of these requirements will be introduced.
Es ist davon auszugehen, dass einfache, repetitive Tätigkeiten in absehbarer Zeit in zunehmendem Maße automatisiert werden. Daher wird für Beschäftigte, die maßgeblich mit diesen Tätigkeiten betraut sind, Qualifizierung zu einem zentralen Faktor. Darüber hinaus wird es für einen großen Teil der Höherqualifizierten zu einer deutlichen Verschiebung der Qualifikationsanforderungen sowie zu einer zunehmenden Informatisierung der Arbeit kommen. Der Buchbeitrag von Volker Stich, Gerhard Gudergan und Roman Senderek verdeutlicht, dass angesichts dieser Herausforderungen für die Unternehmen, das arbeitsnahe Lernen eine Möglichkeit darstellt, Menschen und Unternehmen für den aktuellen industriellen Wandel zu befähigen. Hierbei sind nach Ansicht der Autoren jedoch zunächst Arbeits- und Produktionssysteme zu schaffen, die lernförderlich geplant und gestaltet sind. Um dies zu ermöglichen, bedarf es einer Kategorisierung der verfügbaren arbeitsorientierten Lernformen und insbesondere neuer technologiegestützter Lernformen. Darüber hinaus sind die Rahmenbedingungen und Voraussetzungen von Unternehmen zu prüfen und im Hinblick auf die Anwendung der verschiedenen Lernformen zu bewerten. Eine Systematik hierfür und die Erfahrungen bei der Implementierung von arbeitsorientierten Lernformen bei vier Unternehmenspartnern schließen diesen Beitrag ab.