Smart Services Summit

1. Front Matter

   Pages i-xix

   PDF

2. Value System Understanding for Smart Services

   1. Front Matter

      Pages 1-1

      PDF

   2. Smart Service Development in Public-Private Settings—Assessment Methodology and Use-Cases in the Lake Constance Region

      • Martin Dobler, Hanno Kalkhofer, Jens Schumacher

      Pages 3-13

   3. Smart Dust for Smart(er) Industrial Product-Service-Systems: Three Strategies and Their Application

      • Manuel Holler, Benjamin van Giffen, Linard Barth, Rainer Fuchs

      Pages 15-20

   4. Service Discovery in Complex Business Ecosystems

      • Linus Bächler, Shaun West, Jörg Schanze

      Pages 21-31

3. Value Propositions for Smart Services

   1. Front Matter

      Pages 33-33

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   2. Value Creation with Digital Twins—Framework Validation and Analysis of Further Development Priorities

      • Linard Barth, Matthias Ehrat, Manuel Holler, Rainer Fuchs

      Pages 35-47

   3. BIM-Enabled Issue and Progress Tracking Services Using Mixed Reality

      • Valentin Holzwarth, Sebastian Steiner, Johannes Schneider, Jan vom Brocke, Andreas Kunz

      Pages 49-58

   4. A Capability Model for Equipment-as-a-Service Adoption in Manufacturing Companies

      • Jonathan Rösler, Thomas Friedli

      Pages 59-71

   5. Procurement of Advanced Services Within the Domain of Servitization: Preliminary Results of a Systematic Literature Review

      • Oliver Stoll, Shaun West, Lars Hennecke

      Pages 73-81

4. Value Capture with Smart Services

   1. Front Matter

      Pages 83-83

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   2. A Customer-Centric Search for Triggers as a Basis for Marketing Automation Service Design

      • Frank Hannich, Tania Kaya, Marcel Hüttermann

      Pages 85-93

   3. The Role of AI Platforms for the Servitization of Manufacturing Companies

      • Cosimo Barbieri, Mario Rapaccini, Federico Adrodegari, Nicola Saccani, Giulia Baccarin

      Pages 95-104

   4. A Cognitive Approach to Manage the Complexity of Digital Twin Systems

      • Jinzhi Lu, Xiaochen Zheng, Lukas Schweiger, Dimitris Kiritsis

      Pages 105-115

   5. Digital Twin Based Decision Support Services in Business Operations

      • Jürg Meierhofer, Lukas Schweiger, Lukas Schreuder

      Pages 117-129

   6. Business-Centred, Data-Centred, or User-Centred? A Perspective on the Role of Designerly Approaches to User Centricity in Big Data Innovation

      • Thomas Abrell

      Pages 131-141

This book offers state-of-the-art descriptions of intelligent service innovations in industry, supported by novel scientific approaches. It gathers findings presented at the 3rd Intelligent Services Summit, which took place in Zurich in September 2020, and chiefly focused on the design and application of Digital Twin as an enabler for business development in the field of smart services.



Divided into three parts, the book addresses the challenges involved in the successful development and implementation of smart services for industry and science, ranging from data management to product design and lifecycle management. The four main aspects covered are industrial challenges, value system design (how to integrate resources into service ecosystems to create value), value creation through value proposition (how to create value for ecosystem actors), and value capture (how to create value for ecosystem businesses). Given its scope, the book offers an essential guide for practitioners and advanced students alike.







 

• Smart Services
• Business Development
• Digitalization
• Service Industry
• Smart Government
• Artificial Intelligence
• Digital Platform
• Digital Twin
• Servitization

• Lucerne University of Applied Sciences and Arts, Lucerne, Switzerland

  Shaun West

• Zurich University of Applied Sciences Winterthur, Zurich, Switzerland

  Jürg Meierhofer

• C. Ganz Innovation Services, Zürich, Switzerland

  Christopher Ganz

Shaun West lectures in Smart Service Innovation at Lucerne University of Applied Sciences and Arts. In his role, Shaun works closely with industry to better understand the application and development of Smart Services in industrial environments. He collaborates with several universities, including Stanford, Aston Business School, Florence, and Bergamo. He is leading a Swiss 1MUSD project that is focused on the application of Smart Twins in complex industrial application. His experience in digital services dates from the 1990s when National Power was selling its power plant improvement services to other power companies. He worked for GE Energy Services (Italy), as the VP Business Development at Sulzer (Switzerland) and for RWE (UK). Shaun holds an MBA from HEC (Paris) and a Ph.D. from Imperial College (London). He lives close to Zurich in Switzerland.



Jürg Meierhofer holds a Ph.D. from ETH Zurich and an executive MBA from the University of Fribourg. He is Head of the Smart Services group of the Swiss Alliance for Data-Intensive Services, Industry 4.0 Coordinator at Zurich University of Applied Sciences (ZHAW) and a board member of the Swiss Customer Service Association (SKDV). The optimization and design of Smart Services are the red thread through his activities in various industries, and he is Director of studies for continuing education in the field of Smart Service Engineering and Industry 4.0. He leads several projects with numerous industrial companies and regularly writes publications on these topics.



Christopher Ganz is the founder of C. Ganz Innovation Services, advising companies in innovation, servitization, and digitalization. Before that, he was Group Vice President, Head of Solutions and Standards at ABB Future Labs, responsible for the conception of solutions for the future needs of future customers of ABB, as well as for standardization strategies for ABB Future Labs. He holds a doctoral degree from ETH Zurich with a focus on Automatic Control and an undergraduate degree in electrical engineering from the same institute. Focus areas are autonomous industries, and industrial artificial intelligence (AI).