Configurative service engineering - A rule-based configuration approach for versatile service processes in corrective maintenance

Proceedings of the 42nd Annual Hawaii International Conference on System Sciences, HICSS

Volumn , Issue , 2009, Pages

  Becker, Jörg ^a   Beverungen, Daniel ^a   Knackstedt, Ralf ^a   Matzner, Martin ^a  

^a UNIVERSITY OF MÜNSTER   (Germany)

Author keywords

[No Author keywords available]

Indexed keywords

CUSTOMER SATISFACTION; MAINTENANCE; SALES;

BUSINESS SERVICES; CONFIGURABLE; CONFIGURATION MECHANISMS; CONSISTENT QUALITIES; CORRECTIVE MAINTENANCES; CUSTOMIZED SERVICES; INDIVIDUAL CUSTOMERS; MASS CUSTOMIZATIONS; PARADIGM SHIFTS; PROCESS MODELS; RULE-BASED; SERVICE ENGINEERINGS; SERVICE ORIENTATIONS; SERVICE PROCESS; SOFTWARE TOOLS; STRUCTURED ENGINEERINGS; TOOL SUPPORTS;

ENGINEERING;

EID: 63349090945     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/HICSS.2009.127     Document Type: Conference Paper

References (36)

1. Ganz, W., "Germany: Service Engineering", Communi cations of the ACM, July 2006, Vol. 49, No. 7, p. 79.
2. Dietrich, B., "Resource Planning for Business Services", Communications of the ACM, July 2006, Vol. 49, No. 7, pp. 62-64.
3. Sampson, S.E.; Froehle, CM., "Foundations and Implications of a Proposed Unified Services Theory", Production & Operations Management, Summer 2006, Vol. 15, No. 2, pp. 329-343.
4. Vargo, S.L. and Lusch, R.F., "The Four Service Marketing Myths. Remnants of a Goods-Based, Manufacturing Model", Journal of Service Research, Vol. 6, No. 4, May 2004, pp. 324-335.
5. th European Conference on Information Systems (ECIS), Galway, Ireland, 2008.
6. th European Conference on Information Systems (ECIS), Galway, Ireland, 2008.
7. Rosemann, M., and van der Aalst, W.M.P., "A Configurable Reference Modelling Language", Information Systems 23 (1), 2007, pp. 1-23.
8. Soffer, P., Golany, B., and Dori, D. "ERP modeling: a comprehensive approach", Information Systems 28 (9), 2003, pp. 673-690.
9. Becker, J., Delfmann, P., and Knackstedt, R. "Adaptive Reference Modeling. Integrating Configurative and Generic Adaptation Techniques for Information Models" In: Reference Modeling. Efficient Information Systems Design Through Reuse of Information Models. Editors: Becker, J.; Delfmann, P., Berlin et al., 2007, pp. 23-49.
10. Delfmann, P., and Knackstedt, R. "Towards Tool Support for Information Model Variant Management. A Design Science Approach" In: Proceedings of the 15th European Conference on Information Systems (ECIS 2007). St. Gallen, Switzerland. 2007.
11. Becker, J., Knackstedt, R., Pfeiffer, D., and Janiesch, C. "Configurative Method Engineering. On the Applicability of Reference Modeling Mechanisms in Method Engineering" In: Proceedings of the 13th Americas Conference on Infor mation Systems (AMCIS 2007). Keystone, CO, USA. 2007.
12. Becker; J., Delfmann, P., Dreiling, A., Knackstedt, R., and Kuropka, D. "Configurative Process Modeling. Outlining an Approach to Increased Business Process Model Usability" In: Information Through Information Technology. Editor: Khosrow-Pour, M., Information Resources Management Association. International Conference. New Orleans, Louisiana, USA. Hershey et al. 2004, pp. 615-619.
13. Goeken, M., Knackstedt, R. "Multidimensional Reference Models for Data Warehouse Development" In: Proceedings of the 9th International Conference on Enterprise Information Systems (ICEIS 2007). Funchal, Portugal. 2007.
14. Knackstedt, R., and Klose, K. "Configurative Reference Model-Based Development of Data Warehouse Systems" In: Managing Modern Organizations With Information Technology. Editor: Khosrow-Pour, M., Information Resources Management Association International Conference, San Diego, California, USA. Hershey et al. 2005, pp. 32-39.
15. Becker, J., Janiesch, C., Knackstedt, R.; Rieke, T. "Facilitating change management with configurative reference modelling" Int. J. Information Systems and Change Management, 2 (2007) 1, pp. 81-99.
16. Knackstedt, R., Winkelmann, A., Becker, J. "Dynamic Alignment of ERP Systems and their Documentations - An Approach for Documentation Quality Improvement" In: Proceedings of the 13th Americas Conference on Information Systems (AMCIS 2007). Keystone, CO, USA. 2007.
17. Delfmann, P.; Janiesch, C; Knackstedt, R.; Rieke, T.; Seidel, S.: Towards Tool Support for Configurative Reference Modeling - Experiences from a Meta Modeling Teaching Case. In: Proceedings of the 2nd Workshop on Meta-Modelling and Ontologies (WoMM 2006). Lecture Notes in Informatics. Karlsruhe, Germany. 2006. S. 61-83.
18. Kingman-Brundage, J.; Shostack, L.G., "How to design a service", (Congram, C.A.; Friedman, M.L. Ed.): The AMA Handbook of Marketing for the Service Industries. AMACOM, New York, 1991; pp. 243-261.
19. Erdvardsson, B.; Olsson, J., "Key Concepts for New Service Development",The Service Industries Journal, 16 (1996) 2; pp. 140-164.
20. Scheuing, E.E.; Johnson, E.M., "A proposed model for new service development", The Journal of Services Marketing, 3 (1989) 2, pp. 25-34.
21. Ramaswamy, R., "Design and Management of Service Processes", Addison-Wesley, Reading 1996.
22. Beverungen, D.; Kaiser, U.; Knackstedt, R.; Krings, R.; Stein, A.: Konfigurative Prozessmodellierung der hybriden Leistungserstellung in Unternehmensnetzwerken des Maschinen- und Anlagenbaus. In: Proceedings of the Multikonferenz Wirtschaftsinformatik. Munich. 2008.
23. DIN Deutsches Institut für Normung e.V. (Ed.), "DIN-Fachbericht 75", Beuth Verlag, Berlin, 1998.
24. Jaschinski, C., "Qualitätsorientiertes Redesign von Dienstleistungen", Shaker Verlag, Aachen, 1998.
25. Meiren, T., "Entwicklung von Dienstleistungen unter besonderer Berücksichtigung von Human Ressources". In (Bullinger, H.-J. Ed.): Entwicklung und Gestaltung innovativer Dienstleistungen, Tagungsband zur Service Engineering 2001. Stuttgart 2001.
26. VDI (Ed.), "VDI-Richtlinie 2221. Methodik zum Entwickeln und Konstruieren technischer Systeme und Produkte", Beuth Verlag, Berlin, 1993.
27. Scheer, A.-W., "CIM Computer Integrated Manufacturing - Der computergesteuerte Industriebetrieb", Springer Verlag, Berlin, 1990.
28. Weber, C; Steinbach, M.; Botta, C; Deubel, T., "Modelling of Product-Service Systems (PSS) - Based on the PDD Approach", In (Marjanovic, D. Ed.) Proceedings of the 8th International Design Conference, Dubrovnik/Croatia, 18.-21.05.2004. Zagreb 2004; pp. 547-554.
29. Steinbach, M., "Systematische Gestaltung von Product Service Systems: Integrierte Entwicklung von Product Service Systems auf Basis der Lehre von Merkmalen und Eigenschaften", Saarbrücken LKT, Lehrstuhl für Konstruktionstechnik/CAD, Univ. des Saarlandes, 2005 (Schriftenreihe Produktionstechnik; Bd. 35).
30. Botta, C., "Rahmenkonzept zur Entwicklung von Product-Service Systems: Product-Service Systems Engineering", EUL Verlag, Lohmar, 2007.
31. McAloone, T. C., "Teaching and Implementation Models for Sustainable PSS Development: Motivations, Activities and Experiences", Sustainable Consumption and Production: Opportunities and Threats, 23-25 November 2006, Wuppertal, Germany: Launch conference of the Sustainable Consumption Research Exchange (SCORE!) Network, 2006; pp. 119-130.
32. Tan, A.; McAloone, T.C.; Andreasen, M.M., "What Happens to Integrated Product Development Models with Product/Service-System Approaches", Proceedings of the 6th Integrated Product Development Workshop, IPD2006, October 18-20, Otto-von-Guericke-Universität Magdeburg, Schönebeck/Bad Salzelmen, Magdeburg, 2006.
33. Luczak, H.; Sontow, K.; Kuster, J,; Reddemann, A, and Scherrer, U. "Der systematische Weg von der Idee zum Leistungsangebot", Transfer-Centrum-Verlag, München, 2000.
34. Baldwin, C.Y. and Clark, K.B., "Managing in an Age of Modularity", Harvard Business Review, September-October 1997, pp. 84-93.
35. Garud, R. and Kumaraswamy, A., "Technological and organizational designs for realizing economies of substitution", In: Garud, R. Kumaraswamy, A., and Langlois, N. (Eds.) Managing in the Modular Age, Architectures, Networks, and Organizations, Blackwell Publishing, Malden et al., 2003, pp. 45-77.
36. Tuli, K.R.; Kohli, A.K.; Bharadwaj, S.G., "Rethinking Customer Solutions: From Product Bundles to Relational Processes, Journal of Marketing, Vol. 71, No. 3, 2007, pp. 1-17.