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Engineering Industrial Service Systems : Design and Evaluation of System-Oriented Service Delivery

Wolff, Clemens 1; Kühl, Niklas ORCID iD icon 1; Satzger, Gerhard 1
1 Karlsruhe Service Research Institute (KSRI), Karlsruher Institut für Technologie (KIT)


Driven through ever increasing cost pressure, service providers rely on complex information and optimization systems to increase their operational efficiency. Those systems, however, typically optimize from a provider perspective and, thus, neglect potential for cost reduction on the customer side. Therefore, current approaches to increase operational efficiency result in an inefficient resource allocation from a system's perspective.

We address this issue by designing and evaluating a novel method---system-oriented service delivery (SOSD). We follow a stringent Design Science Research approach and ground our work in an analysis of current practice as well as draw upon the kernel theories of service system engineering and mechanism design. In addition to evaluations for effectiveness and illustration, we perform a naturalistic evaluation capturing expert feedback on the proposed method.

Thus, we contribute a new method with high practical potential to the service system engineering discipline as well as the industrial maintenance domain. In addition, we explore reception in industry and further improvement areas for future design cycles to improve SOSD's implementability.

DOI: 10.1007/978-3-030-64823-7_39
Zitationen: 1
Zugehörige Institution(en) am KIT Institut für Wirtschaftsinformatik und Marketing (IISM)
Karlsruhe Service Research Institute (KSRI)
Publikationstyp Proceedingsbeitrag
Publikationsjahr 2020
Sprache Englisch
Identifikator ISBN: 978-3-030-64823-7
ISSN: 0302-9743
KITopen-ID: 1000119231
Erschienen in Designing for Digital Transformation. Co-Creating Services with Citizens and Industry: 15th International Conference on Design Science Research in Information Systems and Technology, DESRIST 2020, Kristiansand, Norway, December 2–4, 2020, Proceedings. Ed.: S. Hofmann
Veranstaltung 15th International Conference on Design Science Research in Information Systems and Technology (DESRIST 2020), Online, 02.12.2020 – 04.12.2020
Verlag Springer
Seiten 407-419
Serie Lecture Notes in Computer Science (LNCS) ; 12388
Nachgewiesen in Dimensions
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