The book documents the state-of-the-art in Services Science. It combines contributions in Service Engineering, Service Management and Service Marketing and helps to develop a roadmap for future R and D activities in these fields. The book is written for researchers in engineering and management.
Based on a forecast process with over 100 experts, the scenario describes the work and living environment of office and knowledge workers in the year 2025. The focus is put on chances of a highly networked, spatial and temporally flexible work organisation that follows individual life contexts, and thus, enhances innovative capacity, efficiency and effectiveness whilst it also expresses itself in a modified design of the office environment..
Das Geschäftsprozessmanagement umfasst viele unterschiedliche Aufgabenbereiche von der Analyse der Prozesse über deren Ausgestaltung und Implementierung bis zur kontinuierlichen Optimierung. Viele Geschäftsprozesse werden heute teilweise oder vollständig durch IT-Systeme unterstützt. Eine durchgängige Betrachtung der Prozesse über alle Ebenen wird jedoch durch die historisch bedingte Trennung zwischen fachlichem Prozessdesign und technischer Implementierung von Prozessen verhindert. Eine effektive Ausrichtung der Prozessimplementierung an den Anforderungen und Zielen des Unternehmens („IT-Business-Alignment“) wird dadurch erschwert. In den letzten Jahren haben erhebliche Weiterentwicklungen sowohl von Standards in den Bereichen IT und Prozessdesign als auch von Produkten für die Modellierung und Ausführung von Prozessen stattgefunden. Der Thementag BPM und SOA gibt einen Überblick über die Themenfelder des Geschäftsprozessmanagements sowie die aktuellen Entwicklungen und zeigt anhand von Praxisvorträgen, wie die verfügbaren Methoden und Techniken erfolgreich angewendet werden können.
This book introduces the basic principles of the Integrated Service Engineering (ISE) framework which is one result of the THESEUS/TEXO project. Firstly, the elementary approaches in the „Internet of Services“ are addressed, along with current trends in their development and usage from the viewpoint of IT providers. Secondly, the structures and elements of service lifecycles and their management are described and compared in order to specify which phases of the service lifecycle are covered by ISE. Thirdly, the overall structure of the ISE approach is explained which forms the core of the book. Then, methods and models for the innovation, strategic, conceptual and logical perspectives are shown in further detail. These methods and models are considered as proposals and illustrate the application of ISE. Finally, the use case of a service in the IT outsourcing domain is shown which demonstrates how ISE (the first two perspectives) can be applied in a practical context. The book is aimed at scientists who work in the field of service engineering and try to bridge the gap between the strategic, business-oriented and the technical world of service development. A selection of THESEUS/TEXO references to publications that further address certain issues of a specific topic are listed at the end of some of the contributions.
Excellent service is the key to business success! Identifying trends and opportunities in the modern service economy and providing tips on how to actively shaping the future: This is what the various chapters of this volume set out to do. Find a collection of factual observation, empirical data and expert opinions on trends and perspectives on the future of services that can inspire strategy development and decision making in research, politics and business. The basis is the second international survey of „MARS“ (International Monitoring of Activities and Research in Services). Highlights - Linking-up of economics, science and politics - Connecting to international trends - Creating market and opinion leadership
The European Trend Survey „Banks & Future 2009“ provides an overview of the ongoing challenges facing European banks and gives an outlook on future banking as perceived by the bank managers. Its chapters address a number of trends and actual developments in Sales Management, Innovation, Bank Industrialisation, IT Management and the Payments Markets.