Service Engineering 1 - Vorlesung/2021.HS.001

The SEG module covers the basics of customer-centric service engineering, including the iterative development approaches.

Service:
  • What is a service?
  • Economic meaning
  • Cooperation between provider and client
  • Service systems
  • Value creation
  • Process models for service engineering:
Iterative, customer-centred process models
  • Customer analysis & service innovation
  • Ecosystem analysis, value flows
  • Customer exploration, personas, context, segmentation
  • Customer Journey
Service Design:
  • Development of value propositions and of innovative service concepts
  • Development of target customer journey and service blueprint
  • Documentation of service concepts, customer and business processes
Prototyping and evaluation of service concepts, business aspects:
  • Business models for services
  • Cost analysis (fixed costs, process costs), revenue analysis
  • Analysis of the cost/revenue structure of a service