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Konstruktion und Anwendung einer Entwicklungsmethodik für Service- Unterstützungssysteme

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Digitalisierung in der Aus- und Weiterbildung

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Zusammenfassung

Ein integriertes Produkt-Design, welches sowohl die Sachleistung, die Dienstleistung und die Informationssysteme berücksichtigt, ist aufgrund der gegenseitigen Einflüsse zwischen den drei Komponenten wesentlich. Besonders im technischen Kundendienst (TKD) ist dies relevant, da hier komplexe Produkte mit unterschiedlichen Arten von Dienstleistungen kombiniert werden. Allerdings existiert bis dato keine Methode zur systematischen Integration von Informationssystemen in den Produkt-Service-Engineering-Prozess. Daher wird im Folgenden eine Methode zur Konstruktion von Service-Unterstützungssystemen vorgestellt. Für die Gestaltung der Methode wurde ein Design-Science-Forschungsansatz verwendet. Mit dieser Methode leisten wir einen Forschungsbeitrag im Bereich des Service-Engineerings und der Konstruktion von Informationssystemen. Zusätzlich wird der praktische Beitrag mit Leitlinien für Designer von neuen Produkten, Dienstleistungen und Informationssystemen zur Bewältigung der Komplexität und Förderung der Informationsunterstützung der Techniker gegeben.

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Authors and Affiliations

  1. Fachgebiet Informationsmanagement und Wirtschaftsinformatik, Universität Osnabrück, Osnabrück, Deutschland

    Dirk Metzger, Christina Niemöller & Oliver Thomas

Authors
  1. Dirk Metzger
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  2. Christina Niemöller
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  3. Oliver Thomas
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Correspondence to Dirk Metzger .

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Editors and Affiliations

  1. Universität Osnabrück , Osnabrück, Germany

    Oliver Thomas

  2. Universität Osnabrück , Osnabrück, Germany

    Dirk Metzger

  3. Universität des Saarlandes , Saarbrücken, Germany

    Helmut Niegemann

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Metzger, D., Niemöller, C., Thomas, O. (2018). Konstruktion und Anwendung einer Entwicklungsmethodik für Service- Unterstützungssysteme. In: Thomas, O., Metzger, D., Niegemann, H. (eds) Digitalisierung in der Aus- und Weiterbildung. Springer Gabler, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-56551-3_4

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  • DOI: https://doi.org/10.1007/978-3-662-56551-3_4

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  • Publisher Name: Springer Gabler, Berlin, Heidelberg

  • Print ISBN: 978-3-662-56550-6

  • Online ISBN: 978-3-662-56551-3

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