Advertisement

Konstruktion und Anwendung einer Entwicklungsmethodik für Service- Unterstützungssysteme

  • Dirk MetzgerEmail author
  • Christina Niemöller
  • Oliver Thomas
Chapter
  • 11k Downloads

Zusammenfassung

Ein integriertes Produkt-Design, welches sowohl die Sachleistung, die Dienstleistung und die Informationssysteme berücksichtigt, ist aufgrund der gegenseitigen Einflüsse zwischen den drei Komponenten wesentlich. Besonders im technischen Kundendienst (TKD) ist dies relevant, da hier komplexe Produkte mit unterschiedlichen Arten von Dienstleistungen kombiniert werden. Allerdings existiert bis dato keine Methode zur systematischen Integration von Informationssystemen in den Produkt-Service-Engineering-Prozess. Daher wird im Folgenden eine Methode zur Konstruktion von Service-Unterstützungssystemen vorgestellt. Für die Gestaltung der Methode wurde ein Design-Science-Forschungsansatz verwendet. Mit dieser Methode leisten wir einen Forschungsbeitrag im Bereich des Service-Engineerings und der Konstruktion von Informationssystemen. Zusätzlich wird der praktische Beitrag mit Leitlinien für Designer von neuen Produkten, Dienstleistungen und Informationssystemen zur Bewältigung der Komplexität und Förderung der Informationsunterstützung der Techniker gegeben.

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

Literatur

  1. Abramovici M, Aidi Y (2015) A knowledge-based assistant for real-time planning and execution of PSS engineering change processes. In: Procedia CIRP. Elsevier, 445– 450Google Scholar
  2. Agnihothri S, Sivasubramaniam N, Simmons D (2002) Leveraging technology to improve field service. International Journal of Service Industry Management 13:47–68Google Scholar
  3. Alonso-Rasgado T, Thompson G (2006) A rapid design process for Total Care Product creation. Journal of Engineering DesignGoogle Scholar
  4. Baines T, Lightfoot H, Smart P, Fletcher S (2013) Servitization of manufacture: Exploring the deployment and skills of people critical to the delivery of advanced services. Journal of Manufacturing Technology Management 24:637–646Google Scholar
  5. Baines TS, Lightfoot HW, Evans S, et al. (2007) State-of-the-art in product-service systems. Proceedings of the Institution of Mechanical Engineers, Part B: Journal of Engineering Manufacture 221:1543–1552Google Scholar
  6. Balzert H (2009) Lehrbuch der Softwaretechnik: Basiskonzepte und Requirements Engineering, 3. Auflage. Spektrum Akademischer Verlag, HeidelbergGoogle Scholar
  7. Becker J, Beverungen D, Knackstedt R, et al. (2011) Information needs in service systems – A framework for integrating service and manufacturing business processes. Proceedings of the 44th Hawaii International Conference on System Sciences 1–10Google Scholar
  8. Böhmann T, Leimeister JM, Möslein K (2014) Service Systems Engineering. Business & Information Systems Engineering 6:73–79Google Scholar
  9. Boughnim N, Yannou B (2005) Using Blueprinting Method for Developing Product-Service Systems. In: International Conference on Engineering Design, 2005. 1–16Google Scholar
  10. Cavalieri S, Pezzotta G (2012) Product-service systems engineering: State of the art and research challenges. Computers in Industry 63:278–288Google Scholar
  11. Däuble G, Özcan D, Niemöller C, et al. (2015) Information Needs of the Mobile Technical Customer Service – A Case Study in the Field of Machinery and Plant Engineering. In: Proceedings of the 48th Annual Hawaii International Conference on System Sciences. Manoa, 1018–1027Google Scholar
  12. Deng P, Wright I, Weight I (2001) A Conceptual Framework for Building Knowledge Management Systems.Google Scholar
  13. Edvardsson B, Olsson J (1996) Key Concepts for New Service Development. The Service Industries Journal 16:140–164Google Scholar
  14. Fellmann M, Hucke S, Breitschwerdt R, et al. (2011) Supporting Technical Customer Services with Mobile Devices: Towards an Integrated Information System Architecture. In: Americas Conference on Information Systems. AISeL, Detroit, Michigan, 1–8Google Scholar
  15. Fellmann M, Özcan D, Matijacic M, et al. (2013) Towards a Mobile Technical Customer Service Support Platform. In: Daniel F, Papadopoulos GA, Thiran P (Hrsg) 10th International Conference, MobiWIS 2013. Springer, Berlin, 296–299Google Scholar
  16. Griffith TL, Sawyer JE, Neale MA (2003) Virtualness and knowledge in Teams: Managing the Love Triangle of Organizations, Individuals, and Information Technology. MIS Quarterly 27:265–287Google Scholar
  17. Kalfoglou Y, Schorlemmer M (2003) IF-Map: An Ontology-Mapping Method Based on Information-Flow Theory. 98–127Google Scholar
  18. Kett H, Voigt K, Scheithauer G, Cardoso J (2008) Service Engineering in Business Ecosystems. In: XVIII International RESER Conference. 1–22Google Scholar
  19. Legner C, Nolte C, Nils U (2011) Evaluating Mobile Business Applications in Service Maintenance Processes: Results of a Quantitative-Empirical Study. In: European Conference on Information Systems. AISeL, Helsinki, 1–12Google Scholar
  20. Maiden NAM, Rugg G (1996) ACRE : Selecting Methods For Requirements Acquisition.Google Scholar
  21. Matijacic M, Fellmann M, Özcan D, et al. (2013) Elicitation and Consolidation of Requirements for Mobile Technical Customer Services Support Systems – A Multi-Method Approach. In: Pennarola F, Becker J (Hrsg) International Conference on Information Systems. AISeL, Mailand, 1–16Google Scholar
  22. Metzger D, Niemöller C, Thomas O (2016) Design and demonstration of an engineering method for service support systems. Information Systems and e-Business Management 14:1–35Google Scholar
  23. Müller-Wienbergen F, Müller O, Seidel S, Becker J (2011) Leaving the Beaten Tracks in Creative Work – A Design Theory for Systems that Support Convergent and Divergent Thinking. Journal of the Association for Information 12:714 –740Google Scholar
  24. Ncube C, Maiden NAM (1999) PORE : Procurement-Oriented Requirements Engineering Method for the Component-Based Systems Engineering Development Paradigm 2: PORE : A Requirements Engineering Method For the CBSE Process. In: International Workshop on Component-Based Software Engineering. 1–12Google Scholar
  25. Niemöller C, Özcan D, Metzger D, Thomas O (2014) Towards a Design Science-Driven Product-Service System Engineering Methodology. In: Tremblay M, VanderMeer D, Rothenberger M, et al. (Hrsg) Advancing the Impact of Design Science: Moving from Theory to Practice SE – 12 (Proceedings of DESRIST 2014). Springer International Publishing, 180–193Google Scholar
  26. Oates BJ (2006) Researching Information Systems and Computing. Sage Publications, LondonGoogle Scholar
  27. Offermann P, Blom S, Levina O, Bub U (2010a) Vorschlag für Komponenten von Methodendesigntheorien : Steigerung der Nutzbarkeit von Methodendesignartefakten. Business and Information Systems Engineering 52:287–297Google Scholar
  28. Offermann P, Blom S, Levina O, Bub U (2010b) Proposal for Components of Method Design Theories. Business & Information Systems Engineering 2:295–304Google Scholar
  29. Polanyi M (1966) The Tacit Dimension. Knowledge in Organizations 135–146Google Scholar
  30. Ray G, Muhanna WA, Barney JB (2005) Information Technology and the Performance of the Customer Service Process: A Resource-Based Analysis. Management Information Systems Quarterly 29:625–652Google Scholar
  31. Regenbrecht HT, Schubert TW, Friedmann F (1998) Measuring the Sense of Presence and its Relations to Fear of Heights in Virtual Environments. International Journal of Human-Computer Interaction 10:233–249Google Scholar
  32. Santanen EL, Briggs RO, de Vreede GJ (1999) A cognitive network model of creativity: a renewed focus on brainstorming methodology. Proceedings of the 20th international conference on Information Systems 489– 494Google Scholar
  33. Sarnikar S, Deokar A V (2009) Towards a design theory for process-based knowledge management systems. Proceedings of the 30th International Conference on Information Systems (ICIS) Paper 63Google Scholar
  34. Schuemie MJ, van der Straaten P, Krijn M, van der Mast CAPG (2001) Research on Presence in Virtual Reality: A Survey. CyberPsychology & Behavior 4:183–201Google Scholar
  35. Schwaber K (1997) SCRUM Development Process. In: Sutherland J, Casanave C, Miller J, et al. (Hrsg) Business Object Design and Implementation. Springer, London, 117–134Google Scholar
  36. Sommerville I (2005) Integrated requirements engineering: A tutorial. IEEE Software 22:16–23Google Scholar
  37. Tan A, McAloone TC, Lauridsen EH (2009) Reflections on Product/Service System (PSS) conceptualisation in a course settingGoogle Scholar
  38. Tautz C (2001) Traditional process representations are ill-suited for knowledge intensive processes. In: Proceedings of the Workshop Program at the 4th International Conference on Case-Based ReasoningGoogle Scholar
  39. Thomas O, Walter P, Loos P (2008a) Product-Service Systems: Konstruktion und Anwendung einer Entwicklungsmethodik. WIRTSCHAFTSINFORMATIK 50:208–219Google Scholar
  40. Thomas O, Walter P, Loos P (2008b) Design and usage of an engineering methodology for product-service systems. Journal of Design Research 7:177Google Scholar
  41. Walter P (2010) Technische Kundendienstleistungen: Einordnung, Charakterisierung und Klassifikation. In: Thomas O, Loos P, Nüttgens M (Hrsg) Hybride Wertschöpfung. Springer, Berlin, Heidelberg, 24 – 41Google Scholar

Copyright information

© Springer-Verlag GmbH Deutschland 2018

Authors and Affiliations

  • Dirk Metzger
    • 1
    Email author
  • Christina Niemöller
    • 1
  • Oliver Thomas
    • 1
  1. 1.Fachgebiet Informationsmanagement und WirtschaftsinformatikUniversität OsnabrückOsnabrückDeutschland

Personalised recommendations