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2020 | Buch

Introduction to Smart Service Management Kapitel lesen Erstes Kapitel lesen

Smart Service Management

Design Guidelines and Best Practices

herausgegeben von: Dr. Maria Maleshkova, Dr. Niklas Kühl, Philipp Jussen

Verlag: Springer International Publishing

Enthalten in: Springer Professional "Wirtschaft+Technik" , Springer Professional "Technik" , Springer Professional "Wirtschaft"

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Über dieses Buch

This book presents the main theoretical foundations behind smart services as well as specific guidelines and practically proven methods on how to design them. Furthermore, it gives an overview of the possible implementation architectures and shows how the designed smart services can be realized with specific technologies. Finally, it provides four specific use cases that show how smart services have been realized in practice and what impact they have within the businesses.

The first part of the book defines the basic concepts and aims to establish a shared understanding of terms, such as smart services, service systems, smart service systems or cyber-physical systems. On this basis, it provides an analysis of existing work and includes insights on how an organization incorporating smart services could enhance and adjust their management and business processes. The second part on the design of smart services elaborates on what constitutes a successful smart service and describes experiences in the area of interdisciplinary teams, strategic partnerships, the overall service systems and the common data basis. In the third part, technical reference architectures are presented in detail, encompassing topics on the design of digital twins in cyber physical systems, the communication between entities and sensors in the age of Industry 4.0 as well as data management and integration. The fourth part then highlights a number of analytical possibilities that can be realized and that can constitute or be part of smart services, including machine learning and artificial intelligence methods. Finally, the applicability of the introduced design and development method is demonstrated by considering specific real-world use cases. These include services in the industrial and mobility sector, which were developed in direct cooperation with industry partners.

The main target audience of this book is industry-focused readers, especially practitioners from industry, who are involved in supporting and managing digital business. These include professionals working in business development, product management, strategy, and development, ranging from middle management to Chief Digital Officers. It conveys all the basics needed for developing smart services and successfully placing them on the market by explaining technical aspects as well as showcasing practical use cases.

Inhaltsverzeichnis

Frontmatter

Introduction to Smart Services

Frontmatter
Introduction to Smart Service Management
Abstract
Technology and customer focus lead to a new vision of integrated and digitized industries, fostering the development of a new kind of services—the smart services. In this introduction, we give a short overview and motivate our book on the topic of smart service management.
Maria Maleshkova, Niklas Kühl, Philipp Jussen
Grasping the Terminology: Smart Services, Smart Service Systems, and Cyber-Physical Systems
Abstract
During the past years, we can observe a rise of the concepts service systems, smart service systems, and cyber-physical systems. However, distinct definitions are either very broad or contradict each other. As a result, several characteristics appear around these terms, which also miss distinct allocations and relationships to the underlying concepts. Thus, in order to achieve a common understanding of the terminology used within this book, this chapter defines the concepts of service systems, smart service systems, and cyber-physical systems as well as related characteristics.
Dominik Martin, Niklas Kühl, Maria Maleshkova
Industrial Maintenance in the Digital World
Abstract
For most industrial goods, markets have become global and highly competitive. Manufacturers, whose products are reaching the maturity phase of their life cycles, have to differentiate their offerings through complementary services (e.g., maintenance, repair, and overhaul). Driven by changing customer demand and the widespread adoption of cyber-physical systems, maintenance providers are pursuing performance or facilitator contracts as well as condition- and prediction-based maintenance policies to differentiate their offerings. However, many companies struggle to adapt their processes and develop sustainable offerings—even though these changes could address the principal-agent problem associated with maintenance outsourcing. This chapter outlines why innovation in industrial maintenance requires an integrated approach that leverages these opportunities simultaneously and how this approach addresses the principal-agent problem associated with maintenance outsourcing.
Michael Vössing, Niklas Kühl

Smart Service Design

Frontmatter
Introduction to Smart Service Design
Abstract
This chapter examines the question of the contribution of smart services for companies and the implications this has for the management of these business models. The chapter starts by outlining the different terminology used to describe smart services and introduces a business-driven view on the digitalization strategy of a company. The characteristic features of digital business models are explained as well as their implications for the management of smart service organizations.
Philipp Jussen, Katharina Heeg
Smart Service Engineering
Abstract
This chapter presents Smart Service Engineering as a development approach for a customer-centric and highly iterative development of smart services. It outlines the development of data-based services in an industrial context, starting with the development of a strategy, followed by the iteration of prototypes, and finally leading to the successful market launch.
Benedikt Moser, Marcel Faulhaber
Smart Service Prototyping
Abstract
This chapter is dedicated to prototyping, one of the steps of the Smart Service Engineering Cycle. It includes three phases: realizing core functionalities, developing core functionalities, and testing functionalities with customers. In order to realize prototypes successfully, methodical aspects of rapid IoT prototyping are used.
First of all, this chapter explains the motivation behind rapid prototyping and provides an introduction to the approach. The concept of rapid IoT prototyping is based on the idea of developing short-cycle solution variants on the basis of benefit hypotheses or benefit promises and user stories focusing on them. The aim is to achieve data acquisition, aggregation, linkage, processing, and finally visualization by developing it in a vertically integrated manner. Once this is accomplished, the prototype can be evaluated with customers, which also makes it possible to put the benefit hypotheses to the test. Finally, the collected customer feedback can be incorporated more quickly into the development process of new prototype versions, leading to a continuous improvement of the user experience as well as a constant focus on prioritizing the user. Another component of rapid IoT prototyping is working and thinking in terms of minimum viable products (MVP), i.e., solutions that do not meet all of the defined requirements in the first iteration, but are nevertheless already functional.
Jan Hicking
Capturing the Value: How to Charge for Smart Services
Abstract
The emergence of smart services across industry sectors has transformed the way service providers co-create value with their customers. While the development of a smart service requires substantial effort in itself, a critical step is oftentimes neglected in the process: defining a sustainable revenue model. Key decisions need to be made on setting a price and choosing a revenue mechanism that defines how customers are charged (e.g., subscription, pay per use). This chapter provides guidance to organizations on selecting a revenue mechanism that fits the needs of the smart service and the customer situation. Furthermore, this section sheds light on the reasons why customers hesitate to pay for smart services in the first place and what practices services providers can apply to overcome those hesitations.
Tobias Enders, Ronny Schüritz
Market Launch of Smart Services
Abstract
This chapter addresses the market launch and sales of smart services. It opens with an introduction of the new challenges that the market launch of smart services creates for companies. Then follows the discussion of a four-phase approach to the market launch of smart services. Subsequently, successful practices are presented for this approach along eight design fields of the market launch.
Tobias Leiting, Maximilian Schacht, Jana Frank

Smart Service Architecture

Frontmatter
Introduction to Smart Service Architectures
Abstract
Smart services exist in the intersection of several different fields, reflecting the combined findings from various communities. Understanding the resulting impacts and dependencies requires the understanding of the core influencing factors. This chapter outlines the developments enabling smart services and explains their relations to latest developments and the relevant technology trends driving smart services.
Sebastian R. Bader, Can Azkan, Ljiljana Stojanovic
Reference Architecture Models for Smart Services
Abstract
Speaking about smart services requires a shared understanding of their capabilities and characteristics. Grouping those into views allows their structured analyses by clustering related requirements together. This chapter gives an outline of commonly used categories, represented through stacked layers. Based on international standards and well-accepted conventions, the outlined reference architecture arranges smart services from business considerations down to the physical data transmission and explains the necessary considerations from security and governance perspectives.
Sebastian R. Bader, Can Azkan, Ljiljana Stojanovic
Reference Architecture Models for Smart Service Networks
Abstract
The trend towards smart services but also edge, fog, and cloud services and the countless related developments and technologies have created the demand for frameworks ordering and relating the various approaches into consistent ecosystems. Several initiatives from both industry and academia have been formed, resulting in a significant set of different reference frameworks and architecture models. The developer of smart services needs to understand their strengths and underlying intentions to select the most appropriate for each use case. This chapter explains the most relevant ones for smart services, outlines their focus, and puts them into context.
Sebastian R. Bader, Ljiljana Stojanovic
Smart Services in the Physical World: Digital Twins
Abstract
Comprehensive, independently operating digital representations of physical assets, provisioned and manipulated through standardized interaction patterns, dissolve between the tangible and virtual world. Real-world developments are reflected in digital models and vice versa. The concept of digital twins combines these facets to integrated entities, specifying the description, appearance, and behavior of real-world entities in virtual models. This chapter explains how smart services enact as digital twins but also how they interact in flexible, loosely coupled networks.
Ljiljana Stojanovic, Sebastian R. Bader

Smart Service Analytics

Frontmatter
Service Analytics: Putting the “Smart” in Smart Services
Abstract
Artificial intelligence in general and the techniques of machine learning in particular provide many possibilities for data analysis. When applied to services, they allow them to become smart by intelligently analyzing data of typical service transactions, e.g., encounters between customers and providers. We call this service analytics. In this chapter, we define the terminology associated with service analytics, artificial intelligence, and machine learning. We describe the concept of service analytics and illustrate it with typical examples from industry and research.
Niklas Kühl, Hansjörg Fromm, Jakob Schöffer, Gerhard Satzger

Smart Service Use Cases

Frontmatter
Introduction to Smart Service Use Cases
Abstract
In the world of smart services, many showcases demonstrate the possibilities of the novel “services”. In this chapter, we introduce four different use cases from industry and not only illustrate the specific real-world application but also regard the added value for the individual companies.
Maria Maleshkova, Niklas Kühl, Philipp Jussen
Designing a Smart Service for Customer Need Identification in B2B Ticketing Systems
Abstract
In many service relationships, customer encounters are not systematically exploited in order to gain valuable insights. However, service analytics methods would provide effective means to systematically screen customer responses and automatically extract relevant business information. In this chapter, we show how a smart service can be developed for screening incident information in IT services to detect customer needs. We implement and evaluate it with an IT provider covering several thousands of incident tickets per year. We show that it is feasible to map incoming tickets to a domain-specific selection of needs—and, hence, enable the providers’ customer contacts to address unfilled needs with tailored service offerings. Thus, we allow service marketing and innovation managers to automatically and scalably monitor their customer base for additional sales opportunities and improvement of customer satisfaction.
Lena Eckstein, Niklas Kühl, Gerhard Satzger
Smart Services: A Condition Monitoring Use Case Utilizing System-Wide Analyses
Abstract
Sensor technology has become increasingly important (e.g., Industry 4.0 and IoT). Large numbers of machines and products are equipped with sensors to constantly monitor their condition. Usually, the condition of an entire system is inferred through sensors in parts of the system by means of a multiplicity of methods and techniques. This so-called condition monitoring can thus reduce the downtime costs of a machine through improved maintenance scheduling. However, for small components as well as relatively inexpensive or immutable parts of a machine, sometimes it is not possible or uneconomical to embed sensors.
This chapter introduces a system-oriented concept of how to monitor individual components of a complex technical system without including additional sensor technology. By using already existing sensors from the environment combined with machine learning techniques, we are able to infer the condition of a system component, without actually observing it. As a consequence, condition monitoring or additional services based on the component’s behavior can be developed without overcoming the challenges of sensor implementation. In order to show the feasibility of the presented concept, we also implement an industrial use case.
Dominik Martin, Niklas Kühl, Johannes Kunze von Bischhoffshausen
Developing Real-Time Smart Industrial Analytics for Industry 4.0 Applications
Abstract
Industry 4.0 refers to the 4th Industrial Revolution—the recent trend of automation and data exchange in manufacturing technologies. Traditionally, Manufacturing Executing System (MES) collects data, and it is only used for periodic reports giving insight about past events. It does not incorporate real-time data for up-to-date reports. Production targets are mostly predefined, before the actual production starts. The different production anomalies are known to happen in the real world, affecting the predefined production targets. Moreover, a key challenge faced by industry is to integrate multiple autonomous processes, machines, and businesses.
A broad objective of our work is to build an integrated view that can make data available in a unified model to support different stakeholders of a factory (e.g., factory planners, managers) in decision-making. In this chapter, we focus on designing an approach for building Industry 4.0 smart services and addressing real-time data analytics, which can integrate multiple sources of information and analyze them on the fly. Moreover, we share our experience of applying IoT and data analytics approach to a traditional manufacturing domain, thus enabling smart services for Industry 4.0. We also present our key findings and challenges faced while deploying our solution in real industrial settings. The selected use case studies demonstrate the use of our approach for building smart Industry 4.0 applications.
Pankesh Patel, Muhammad Intizar Ali
How Transformational Management Enabled the Development of a Next Level Condition Monitoring Solution
Abstract
This chapter illustrates the transformational management that global automotive and industrial components and systems supplier Schaeffler used to develop a smart service solution for condition monitoring. The management approach emphasizes customer intimacy and scalability as the pillars of a smart service business model. As a result, Schaeffler was able to cut the development time for this smart service solution by more than 50 percent compared to conventional approaches. At the same time, Schaeffler was able to uncover a next level of customer value. This chapter highlights the management approach on structural, process, and cultural level.
Philipp Jussen, Jarno Suomela
Metadaten
Titel
Smart Service Management
herausgegeben von
Dr. Maria Maleshkova
Dr. Niklas Kühl
Philipp Jussen
Copyright-Jahr
2020
Electronic ISBN
978-3-030-58182-4
Print ISBN
978-3-030-58181-7
DOI
https://doi.org/10.1007/978-3-030-58182-4

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