A Service Engineering Method For Knowledge Intense Person Oriented Services

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The design and provision of telemedical services which are both, efficient and customer-centric, constitute a huge challenge in the promising field of telemedicine. This dissertation presents an adequate solution. It outlines a systematic approach for the modularization of telemedical services: the SMART method. Following a design science research approach, this method was iteratively designed and evaluated. Thereby, the three overarching research questions could be answered successfully. They address the requirements elicitation, the design, and the evaluation of the method. The application of the SMART method confirms the intended effects, e.g., higher efficiencies due to reuse of service modules, and represents the key practical contribution of this thesis. Thus, service providers from the field of telemedicine are enabled to design and provide their services in an efficient and user-centric fashion. This dissertation contributes to all person-oriented fields that face digital transformations.

Benedikt S. Höckmayr explores the unique characteristics of service systems in the digital age and provides generalizable guidelines for engineering these complex entities. The author contributes towards understanding the socio-technical mechanisms that lead to according novel digitally enabled service offerings, together with paving the way for the maturation of a body of design knowledge for their systematic and structured development. Grounded in the worldview of Design Science Research as a problem-solving paradigm, the knowledge contribution provides innovation and service managers with evidence-based design knowledge that is attuned to be applied in everyday business contexts.

Betriebliche Weiterbildung soll lebenslanges Lernen im Arbeitskontext ermöglichen und befördern. Diese wird immer wichtiger, da sich das wirtschaftliche Umfeld immer dynamischer durch globalen Wettbewerb von Arbeit, Produktion und Dienstleistungen verändert. Dies bedingt auch veränderte Bedarfe an Fertigkeiten und Fähigkeiten sowie dem notwendigen Fachwissen. Es ist wettbewerbskritisch für Mitarbeiter und Unternehmen, kontinuierlich und immer besser lebenslang zu lernen. Daher gilt die betriebliche Weiterbildung als wichtige Voraussetzung, um volkswirtschaftliches Wachstum zu erreichen und zunehmend globalisiertem Wettbewerb begegnen zu können. In diesem Kontext widmet sich die vorliegende Arbeit der Erforschung von Messung und Beeinflussung der Produktivität von IT-gestützten Weiterbildungsformaten, konkret der Gestaltung von IT-gestützten Weiterbildungsformaten unter Berücksichtigung von Effizienz und Effektivitätsgesichtspunkten.

Physical interaction platforms (PIPs) such as living labs, innovation labs or co-working spaces serve as environments for ideas, experiments, and collaborative innovation. They play a key role in value creation by orchestrating ecosystem actors and facilitating interaction, e.g. the exchange of goods, services, or social currency such as information. This book explores how PIPs can be systematically designed. It adopts a platform perspective, focusing on value creation for manifold actors as a fundamental element for the sustainable operation of a platform. Well-established insights from the design of digital platforms are taken as a foundation and adapted to the physical world. This analysis is compiled of 4 major studies, structured along the lifecycle of a PIP. The first study explores design dimensions of PIPs as a basis for a design process. The second study explores the design process of a PIP itself. The third study explores sustainable innovation of PIP during later stages of their lifecycle. The fourth study applies the findings and models from studies 1-3 in a PIP design process and evaluates them. This book addresses both scholars and practitioners alike. The models and the knowledge generated contribute to the scholarly understanding of spaces for innovation and value creation while enabling designers to create sustainably successful and engaging PIPs.

Over the past three decades the Professional Service Firm (PSF) sector has emerged as one of the most rapidly growing, profitable, and significant in the global economy. In 2013 the accountancy, management consulting, legal, and architectural sectors alone generated revenues of US$ 1.6 trillion and employed 14 million people. PSFs play an important role in developing human capital, creating innovative business services, reshaping government institutions, establishing and interpreting the rules of financial markets, and setting legal, accounting and other professional standards. The study of PSFs can offer insights into the contemporary challenges facing organizations within the knowledge economy, and deepen understanding of more conventional organizations. Despite their significance, however, PSFs have until recently remained very much in the shadows of organizational and management research. The Oxford Handbook of Professional Service Firms marks the coming of age of PSF scholarship with a comprehensive and integrative exploration of current research and thinking on PSFs, featuring contributions from internationally renowned scholars in the fields of organizational and management studies. It is divided into three distinct sections - the professions, the firms, and the professionals that work within them - and covers subjects from governance and leadership to regulation, entrepreneurship, and diversity. Bringing together a broad range of empirical and theoretical perspectives, the Handbook offers many potentially important insights into the contemporary challenges of organizations in the knowledge economy and suggests new lines of inquiry that may shed further light on the activities and performance of PSFs and the professionals who work within them.