SerWiss

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Prof. Dr. Stefan Schweiger

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Integrated Business Model and Work Design for the International Provision and Marketing of Service Knowledge

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Initial situation

As one of the largest economic sectors in Germany, the medium-sized capital goods industry is under great pressure to change due to increasing digitalisation. This has a particular impact on the range of product-related services, which are of considerable future relevance for the companies. Due to the personnel intensity of the increasingly international service business and the bottlenecks in service personnel that already exist today, the conception and implementation of sustainable, service-based business models and the associated new forms of work organisation are central tasks for SMEs. In this context, it is also necessary to open up previously underrepresented groups of people as well as more flexible working time models, which are currently hardly compatible with the job profile characterised by frequent travelling. The key lies in the structured digitalisation of service-relevant knowledge, which makes it possible to decouple the demand for and provision of services.

Aim of the research project

The overall objective of the project is to develop an integrated approach that enables medium-sized capital goods manufacturers to efficiently generate service knowledge on the basis of a digital solution concept while ensuring humane work design and to provide and market it internationally. This integrated approach encompasses the business model, process and infrastructure levels. In addition, the focus is on the development of digital tools that include both hardware (data glasses) and software (app) support for service work.

Social added value

The participating corporate partners will implement the concepts developed and further develop them in the long term. They will also contribute to the dissemination of the concepts after the end of the project through their partner networks and concrete sales and marketing activities. The development of the business model samples and reference processes ensures broad transferability to different segments of the medium-sized capital goods industry. Service forums and experience exchange groups will ensure the transfer of the results to other companies during the project. The involvement of innovation and technology advisors from the IHK and AFSMI will also contribute to the broader use of the results. A broad academic utilisation of the results will take place through dissertations, publications, expert lectures, inclusion of the results in teaching as well as transfer activities.

All information on the project and the project partners can be found here!