Digital Entrepreneurship

Service Engineering & Digital Business Models

Integrated course, 7.00 ECTS

 

Course content

This course unit provides the following learning content:
A) Position of services in the classification of assets
B) Potential benefits of industrial and technical services,
C) Methods and instruments of service engineering as an engineering approach to the creation of hybrid (technical) products,
D) Value proposition, value creation architecture and customer value,
E) Service Level Agreement,
F) Types of industrial/technical services,
G) Roadmap for a service strategy,
H) Existing service categories,
I) Technologies for services and qualifications for service professions.
Students also learn to generate new (digital) services/business models using systematic methods and develop them to the product stage, model service processes using different technical tools, contractually define hybrid/technical services, prepare technologically oriented requirements and technical specifications.

Learning outcomes

Students are expected to achieve the following learning outcomes:
After completing this course unit students are able to...
...describe the theoretical fundamentals of service engineering for the development of digital based business models,
...develop product/service combinations using technological/digital methods,
...prepare product requirement specifications, define user stories for product specifications and acceptance criteria,
...set up product quality processes,
...assess the technical requirements for the qualifications of different service professions,
...prepare requirements and technical specifications for the required digital technologies.

Recommended or required reading and other learning resources / tools

Books:
Bruhn/Hadwich (2017): Dienstleistung 4.0: Geschäftsmodelle-Wertschöpfung-Transformation, Band 2, Springer, DOI 10.1007/978-3-658-17552-8.
Bruhn/Hadwich (2017): Dienstleistung 4.0: Konzepte-Methoden-Instrumente, Band 1, Springer, DOI 10.1007/978-3-658-17550-4. Bullinger/Scheer 2006: Service Engineering
Doleski (2014): Integriertes Geschäftsmodell, Springer, DOI 10.1007/978-3-658-07094-6.
Frauenhofer IAO 2013: Trends und Perspektiven des Service Engineering.
Ganz/Meiren 2010: Service Engineering-Buzzword or Discipline.
Gassmann/Frankenberger/CSIK 2017: Geschäftsmodelle entwickeln: 55 innovative Konzepte mit dem St. Galler Business Model Navigator.
Haller 2012: Dienstleistungsmanagement.
Hoffmann/Lennerts/SChmitz/Stölzle/Uebernickel (2016): Business Innovation: Das St. Galler Modell, Springer, DOI 10.1007/978-3-658-07167-7.
Herterich/Uebernickel/Brenner (2016): Industrielle Dienstleistungen 4.0, Springer, DOI 10.1007/978-3-658-13911-7.
Hoffmeister 2015: Digital Business Modelling.
Leimeister 2012: Dienstleistungsengineering und –management.
Osterwalder/Pigneur/Bernarda/Smith (2014): Value Proposition-Design, Wiley, ISBN 978-1-118-96805-5 (paper).
Spath/Fähnrich/Freitag/Meyer 2010: Service Engineering internationaler Dienstleistungen.
Schallmo/Williams (2018): Digital Transformation Now!, Springer, DOI 10.1007/978-3-319-72844-5.
Shallmo/Rusnjak/Anzengruber/Werani/Jünger (2017): Digitale Transformation von Geschäftsmodellen, Springer, DOI 10.1007/978-3-658-12388-8.
Schuh/Gudergan (2016): Management industrieller Dienstleistungen, Springer, DOI 10.1007/978-3-662-47256-9.
Journals:
Journal of Service Management: Verlag Emerald Group Publishing Ltd.
The Service Industries Journal: Verlag Taylor and Francis Ltd.
Service Business: Verlag Springer

Mode of delivery

ILV

Prerequisites and co-requisites

Not applicable

Assessment methods and criteria

The examination is taken as a written examination in which the theoretical knowledge of the lecture content is evaluated. The grade is a combination of the exam and the case study (60% exam, 40% case study). The case studies, which must be uploaded to Moodle as professional reports by a certain deadline, are evaluated on the basis of specific weighted criteria.