Smart Service Management

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.

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.

Big Data and Smart Service Systems presents the theories and applications regarding Big Data and smart service systems, data acquisition, smart cities, business decision-making support, and smart service design. The rapid development of computer and Internet technologies has led the world to the era of Big Data. Big Data technologies are widely used, which has brought unprecedented impacts on traditional industries and lifestyle. More and more governments, business sectors, and institutions begin to realize data is becoming the most valuable asset and its analysis is becoming the core competitiveness. Describes the frontier of service science and motivates a discussion among readers on a multidisciplinary subject areas that explores the design of smart service Illustrates the concepts, framework, and application of big data and smart service systems Demonstrates the crucial role of smart service to promote the transformation of the regional and global economy

This book aims to improve the understanding of smart service innovations. It contributes to evidence-based knowledge about service systems engineering and its embedding in service ecosystems, in particular how existing reference process models can be extended by considering actors, roles, activities and methods. At the same time, it aims to stimulate discussions on how methods from different disciplines can be used and combined for the development of various aspects of Smart Service Systems. Thus, the book offers support for practitioners to better organize and execute SSI projects and to develop internal competencies.

The two-volume set IFIP AICT 535 and 536 constitutes the refereed proceedings of the International IFIP WG 5.7 Conference on Advances in Production Management Systems, APMS 2018, held in Seoul, South Korea, in August 2018. The 129 revised full papers presented were carefully reviewed and selected from 149 submissions. They are organized in the following topical sections: lean and green manufacturing; operations management in engineer-to-order manufacturing; product-service systems, customer-driven innovation and value co-creation; collaborative networks; smart production for mass customization; global supply chain management; knowledge based production planning and control; knowledge based engineering; intelligent diagnostics and maintenance solutions for smart manufacturing; service engineering based on smart manufacturing capabilities; smart city interoperability and cross-platform implementation; manufacturing performance management in smart factories; industry 4.0 - digital twin; industry 4.0 - smart factory; and industry 4.0 - collaborative cyber-physical production and human systems.

This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.

This book presents up-to-date descriptions of smart services innovations in industry, supported by new scientific approaches. It summarizes the outcomes of the fourth Smart Services Summit, held in Zurich in October 2022, which primarily focused on how smart services can promote sustainability. As smart services accelerate, new technologies can be leveraged to create new value propositions and business models that deliver tangible sustainability outcomes. This book addresses social, economic and environmental aspects of sustainability in connection with new technologies. It includes contributions on how the quality and value of services are affected by digital technologies, how collaboration affects shared value creation, and how organizations can be enabled to drive digital value creation. Given its scope, the book represents an indispensable guide for practitioners and advanced students alike.

The two-volume set IFIP AICT 591 and 592 constitutes the refereed proceedings of the International IFIP WG 5.7 Conference on Advances in Production Management Systems, APMS 2020, held in Novi Sad, Serbia, in August/September 2020. The 164 papers presented were carefully reviewed and selected from 199 submissions. They discuss globally pressing issues in smart manufacturing, operations management, supply chain management, and Industry 4.0. The papers are organized in the following topical sections: Part I: advanced modelling, simulation and data analytics in production and supply networks; advanced, digital and smart manufacturing; digital and virtual quality management systems; cloud-manufacturing; cyber-physical production systems and digital twins; IIOT interoperability; supply chain planning and optimization; digital and smart supply chain management; intelligent logistics networks management; artificial intelligence and blockchain technologies in logistics and DSN; novel production planning and control approaches; machine learning and artificial intelligence; connected, smart factories of the future; manufacturing systems engineering: agile, flexible, reconfigurable; digital assistance systems: augmented reality and virtual reality; circular products design and engineering; circular, green, sustainable manufacturing; environmental and social lifecycle assessments; socio-cultural aspects in production systems; data-driven manufacturing and services operations management; product-service systems in DSN; and collaborative design and engineering Part II: the Operator 4.0: new physical and cognitive evolutionary paths; digital transformation approaches in production management; digital transformation for more sustainable supply chains; data-driven applications in smart manufacturing and logistics systems; data-driven services: characteristics, trends and applications; the future of lean thinking and practice; digital lean manufacturing and its emerging practices; new reconfigurable, flexible or agile production systems in the era of industry 4.0; operations management in engineer-to-order manufacturing; production management in food supply chains; gastronomic service system design; product and asset life cycle management in the circular economy; and production ramp-up strategies for product