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- ZeitschriftenartikelStrategic Productivity Management in Small and Medium-Sized Service Enterprises Using the Service Navigator(Enterprise Modelling and Information Systems Architectures - An International Journal: Vol. 7, Nr. 1, 2012) Borchert, Margret; Klinkhammer, Stefanie; Koch, EvaService productivity has become a widely accepted issue in science and practice. But so far there are no holistic and widely accepted methods for systematic productivity management for services, especially for small and medium-sized enterprises (SMEs). Not only quantitative measures play an important role (e.g., financial measures) but also qualitative measures such as service quality or customer satisfaction have to be considered. Furthermore, the incorporation of service and SME specific characteristics has not been effective. In addition, a relationship between performance and productivity management has not been established. Closing this gap requires redefining the concept of service productivity and positioning it in relation to performance measurement. Against this background, the present article aims at presenting the conception and development of a holistic service productivity instrument, the Service Navigator. This instrument is based on a revised definition of strategic productivity that takes the dynamic character of the cause-and-effect relationships between strategic and operative measures into account. The Service Navigator is intended to enable SMEs to measure, assess and control the cause-and-effect relationships among inputs, sub-processes and outputs that are relevant for productivity. Subsequently the results of an explorative qualitative-empirical study on the development of the Service Navigator are presented and finally an outlook on further needs for research is given.
- ZeitschriftenartikelAn Actor-Oriented Model of a Service Provision(Enterprise Modelling and Information Systems Architectures - An International Journal: Vol. 7, Nr. 1, 2012) Tackenberg, Sven; Duckwitz, Sönke; Schlick, Christopher M.The development of valid and efficient plans for service provision is a critical success factor for companies. Adequate planning assures the optimal use of resources, customer satisfaction, and the attainment of service targets in an acceptable period of time. Where these plans are incorrect or provide only a small contribution to the objectives of the company, resources are wasted and opportunities are missed. The problem of planning an efficient service provision can be described in the form of tasks that must be scheduled subject to precedence and resource constraints. Consequently, an analysis of existing scheduling models from the perspective of service providers is necessary to use them in the field of service management. The purpose of this paper is to provide a formal description of an actor-oriented model of a service provision that can be used for person-centered simulation. Such a model defines the decision variables and constraints to be determined by a person or a software tool during service management. Finally, we provide insight into the use of a formal model in case of a simulation study.
- ZeitschriftenartikelConstruction of Productivity Models - A Tool-Supported Approach in the Area of Facility Management(Enterprise Modelling and Information Systems Architectures - An International Journal: Vol. 7, Nr. 1, 2012) Becker, Jörg; Bernhold, Torben; Beverungen, Daniel; Kaling, Nina; Knackstedt, Ralf; Lellek, Vanessa; Rauer, Hans PeterProductivity models specify input and output factors to inform productivity analyses. Current research and business practice face the challenge of developing a wide range of different productivity models. These models were created simultaneously but isolated from each other. As a consequence thereof, several practices of productivity model construction have emerged. This paper presents a unifying modelling language that lists and interrelates the essential constructs, pertinent to productivity models. Ultimately it was transferred into practice by employing a software tool. The application was conducted in the area of facility management, supporting two different approaches of productivity benchmarking. Facility management features a huge diversity of offered services and bundles. Thus, facility managers cope with various definitions of productivity that are then modelled with our approach.
- ZeitschriftenartikelEditorial(Enterprise Modelling and Information Systems Architectures - An International Journal: Vol. 7, Nr. 1, 2012) Thomas, Oliver; Nüttgens, Markus
- ZeitschriftenartikelFormal Modelling of Components and Dependencies for Configuring Product-Service-Systems(Enterprise Modelling and Information Systems Architectures - An International Journal: Vol. 7, Nr. 1, 2012) Klingner, Stephan; Becker, MichaelThe increasing entwinement of products and services in combined offers – so called Product-Service Systems (PSS) – leads to various requirements regarding the modelling of those systems. Due to these requirements, software support is needed for customer-specific configuration of complex PSS. To provide such software a formal description of the structure of products and services is required. Furthermore, complex logical interdependencies between products and services need to be described. Based on an existing service modelling notation the following paper develops a holistic notation for PSS. To describe the interdependencies within PSS, dependency rules are formally specified.