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Digitale Transformation von Dienstleistungssystemen – Beidhändige Innovationen für vernetzte Wertschöpfungsszenarien

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Dienstleistungsinnovationen durch Digitalisierung

Zusammenfassung

Die Entwicklung innovativer Dienstleistungen und Dienstleistungssysteme ist eine Kernaufgabe für Unternehmen und die Dienstleistungsforschung gleichermaßen. Obwohl bereits seit etlichen Jahren Verfahren und Instrumente für das sogenannte Service Systems Engineering entwickelt und erprobt wurden, fehlen noch immer anwendungstaugliche Methoden, mit denen Dienstleistungsinnovationen agil und kontextbezogen umgesetzt werden können. Dienstleistungsinnovationen werden in Unternehmen häufig noch immer „auf Sicht“ oder aber nach Maßgabe konzeptionell nicht geeigneter Vorgehensmodelle der Produktentstehung entwickelt. Mit der DIN SPEC 33453 haben wir federführend einen neuen Ansatz entwickelt, der Dienstleistungsinnovationen durch drei Hauptphasen umsetzt: Analyse, Gestaltung und Transformation. Ausgehend von dieser Methode müssen wir in der Dienstleistungsforschung zukünftig die Einführung von Dienstleistungsinnovationen und die Transformation bestehender Strukturen noch stärker in den Blick nehmen. Auch sollten wir inkrementelle Innovationen, die im Tagesgeschäft bei der Durchführung von Dienstleistungsprozessen entstehen, strukturiert als Innovationen aufnehmen. Als Ausgangspunkt dieser Überlegungen schlagen wir die Zusammenführung des Service Systems Engineering mit dem Management von Dienstleistungssystemen vor, die sich so zu einem „beidhändigen“ Ansatz für die Etablierung von Dienstleistungsinnovationen durch Digitalisierung ergänzen.

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Notes

  1. 1.

    Das Verbundforschungsprojekt DIGIVATION wurde von der Universität Paderborn, dem FIR e. V. an der RWTH Aachen, der Universität Passau, der Universität Siegen und dem itb DHI durchgeführt. Die Gesamtleitung der Entwicklung der DIN SPEC 33453 nahmen das FIR e. V. an der RWTH Aachen (Vorsitz) und die Universität Paderborn (stellvertretender Vorsitz) wahr.

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  1. Universität Paderborn, Paderborn, Deutschland

    Daniel Beverungen, Verena Wolf, Christian Bartelheimer & Alena Franke

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  1. Daniel Beverungen
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  2. Verena Wolf
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Editors and Affiliations

  1. Lehrstuhl für Wirtschaftsinformatik, insb. Betriebliche Informationssysteme, Universität Paderborn, Paderborn, Nordrhein-Westfalen, Deutschland

    Daniel Beverungen

  2. Lehrstuhl für Marketing und Innovation, Universität Passau, Passau, Bayern, Deutschland

    Jan Hendrik Schumann

  3. Geschäftsführer des FIR e. V. an der RWTH Aachen, Aachen, Nordrhein-Westfalen, Deutschland

    Volker Stich

  4. Lehrstuhl für BWL, insb. Dienstleistungsentwicklung in KMU und Handwerk, Universität Siegen, Siegen, Nordrhein-Westfalen, Deutschland

    Giuseppe Strina

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Beverungen, D., Wolf, V., Bartelheimer, C., Franke, A. (2021). Digitale Transformation von Dienstleistungssystemen – Beidhändige Innovationen für vernetzte Wertschöpfungsszenarien. In: Beverungen, D., Schumann, J.H., Stich, V., Strina, G. (eds) Dienstleistungsinnovationen durch Digitalisierung. Springer Gabler, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-63099-0_1

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