Der betriebliche Einsatz von Smart Glasses zur Unterstützung von manuellen Dienstleistungsprozessen bietet viele Vorteile, die mit anderen Technologien nicht erreicht werden können. Insbesondere im Bereich der Logistik kann von der Informationsversorgung bei gleichzeitiger Mobilität Gebrauch gemacht werden. Um dieses Potenzial auszunutzen, bedarf es allerdings Softwarelösungen, die auf die jeweiligen Anforderungen zugeschnitten sind. In dieser Forschungsarbeit wird daher untersucht, wie Smart-Glasses-basierte Informationssysteme zur Unterstützung der Logistik zu gestalten und zu implementieren sind. Die Forschungsarbeit folgt dabei zwei Zielen: (A) Die Unterstützung von Logistikprozessen durch Smart-Glasses-basierte Informationssysteme wird im Hinblick auf Anforderungen, Herausforderungen und Gestaltungsprinzipien untersucht, und (B) wird der Entwicklungsprozess zur Gestaltung und Implementierung von derartigen Informationssystemen im Rahmen eines Forschungsprojekts konzipiert und evaluiert. Das Vorgehen wird durch methodische Betrachtungen von Gestaltungsanforderungen und -prinzipien geleitet und entspricht so dem gestaltungsorientierten Forschungsansatz der Wirtschaftsinformatik. Die genauere Beantwortung der gestellten Forschungsfrage erfolgt in drei Schritten: (1) Methoden zur Initiierung von agilen Softwareprojekten und der Integration von Softwareentwicklung und -betrieb werden basierend auf der Wissensbasis agiler Methoden, Praktiken und Ansätze abgeleitet, (2) Grundlagen zur thematischen Fokussierung auf die Technologie Smart Glasses und die Anwendungsdomäne der Logistik werden durch multimethodische Studien geschaffen, und (3) werden entsprechende Systeme zur Mitarbeiterunterstützung instanziiert, evaluiert und die Forschungsergebnisse in ein Vorgehensframework zur Durchführung von Implementierungsprojekten überführt. Die vorliegende Dissertation trägt somit zur Wissensbasis der gestaltungsorientierten Wirtschaftsinformatik durch die erreichten Erkenntnisse zur Initiierung und Durchführung von Softwareentwicklungsprojekten zur Unterstützung von betrieblichen Prozessen durch Smart-Glasses-basierte Informationssysteme bei. Darüber hinaus bietet die Arbeit durch die bewusst praxisnahe Orientierung mit dem generierten Gestaltungswissen einen Mehrwert für Praktiker aus den betrachteten Bereichen, insbesondere für Stakeholder für die Einführung mobiler Informationssysteme in betrieblichen Umfeldern.

Akzeptanzprobleme gelten als ein Hindernis für die erfolgreiche Entwicklung und Diffusion digitaler Innovationen. Dabei findet das Konzept der Technologieakzeptanz aktuell in Wissenschaft und Praxis primär in der Evaluation Anwendung. Es wird ein ganzheitlicher Ansatz zur Berücksichtigung dieses Phänomens in der Systementwicklung benötigt. Zielsetzung dieser Forschungsarbeit ist daher die Integration von Akzeptanz als Gestaltungsziel (Acceptance-by-Design) in die Entwicklung mobiler und tragbarer Informationssysteme. Dazu werden zunächst im Rahmen der Entwicklung tragbarer Informationssysteme (1) nutzbringende Anwendungsfälle identifiziert, (2) Einflussfaktoren der Benutzerfreundlichkeit betrachtet und (3) ein ganzheitliches Vorgehen zur Systementwicklung unter der Anwendung des Ansatzes Acceptance-by-Design untersucht. Anschließend werden (4) die Erkenntnisse durch den Transfer auf einen Anwendungsfall für ein mobiles Informationssystem überprüft und erweitert. In einem gestaltungsorientierten Ansatz wird die identifizierte Forschungslücke mit Erkenntnissen aus zwei Anwendungsbeispielen adressiert. Zum einen wird die Anwendung von Smart Glasses in den Prozessen der Intralogistik und Mehrwertdienstleistungen eruiert. Zum anderen erfolgt die Betrachtung einer Analogiekonstruktion durch den Transfer eines mobilen Informationssystems für den technischen Kundendienst auf eine mHealth-Applikation zur Unterstützung medizinischer Dienstleistungen in ländlichen Regionen von Entwicklungsländern. Die vorliegende Dissertation trägt damit zur Wissensbasis der gestaltungsorientierten Wirtschaftsinformatik mit Erkenntnissen zur akzeptanzorientierten Gestaltung von tragbaren und mobilen Informationssystemen bei. Damit entsteht gleichzeitig ein Beitrag zur Wissensbasis der Akzeptanzforschung in Form eines gestaltungsorientierten Ansatzes, um Akzeptanz ganzheitlich in der Systementwicklung zu integrieren. Darüber hinaus wird das Service System Engineering als Teildisziplin der Wirtschaftsinformatik adressiert mit Gestaltungswissen zur Entwicklung von Informationssystemen für die Unterstützung von Dienstleistungsprozessen auf Basis digitaler Innovationen.

Au cours des vingt dernières années, le secteur des services est devenu le secteur le plus important en nombre d'actifs occupés dans l’économie mondiale, en particulier dans les pays développés. Par ailleurs, la concurrence et la coopération dans le secteur des services sont devenues de plus en plus populaires dans le contexte de la mondialisation économique. Comment collaborer avec un accord gagnant-gagnant apporte une source fertile de problèmes de management des opérations dans le domaine des services. Dans cette thèse, nous étudions des stratégies de collaboration dans des systèmes de services homogènes. Nous nous concentrons en particulier sur les stratégies de pooling des ressources de service.Dans les deux premières parties, nous étudions le problème de partage des coûts entre les fournisseurs de services indépendants avec des temps de service qui suivent une distribution générale et en tenant compte de l'abandon des clients. Nous modélisons à la fois chaque fournisseur de services et la coalition coopérative comme des files d'attente avec serveur unique, et spécialisons les stratégies de pooling avec les capacités de services fixes et modifiables. Dans la dernière partie, nous abordons le problème de pooling dans le cadre multiserveur pour évaluer la qualité de l'hypothèse "superserveur". Nous étudions numériquement l'impact de la variabilité de la durée de service et l'abandon des clients sur les jeux de mise en commun des ressources. Nous comparons aussi les partages des coûts entre le système de "super-serveur" et multiserveur. / In past twenty years, the service sector has emerged as the primary sector in the world economy, especially in developed countries. Competition and cooperation in service industries have become more and more popular in the context of economic globalization. How to operate the collaboration with a win-win agreement brings a fertile source of operations management issues in service science. In this thesis, we study collaborations between homogeneous service systems in terms of resource pooling strategies.In the first two parts, we investigate the cost-sharing problem among independent service providers with general service times and accounting for the customer abandonment. We model both the service provider and the cooperative coalition as single server queues, and specialize the capacity pooling strategies with the fixed and optimized service capacities.Finally, we address the service pooling problem in the multi-serverpooling setting to assess the quality of the "super-server" assumption.We numerically investigate the impact of service duration variability and customer abandonment on the pooling game. We compare between cost-sharing results of the two resource pooling concepts, with or without the "super-server" assumptions.

This thesis investigates the development of turnkey offerings. Turnkey offerings is considered a kind of product-oriented Product Service System (PSS) where the customer pays a fixed price for a total solution, in this thesis, maintenance of vessels. Turnkey offerings have received academic attention, mainly aimed towards the construction industry and regarding benefits and disadvantages. Moreover, previous research has identified the need for further investigating the design of business models in terms of personnel capabilities needed to efficiently offer product oriented PSS’s.  Therefore this study aims to investigate these aspects by conducting a single case study on a large maritime manufacturing company. The study involves data collection through semi-structured interviews, as well as secondary sources such as observations made on site and company documents.  The thesis brings important managerial implications regarding the development of turnkey offerings. These include having an holistic perspective of the offering, since it allows for stronger customer relationships which allows the organization to develop more advanced customized services in the future. Further, this study confirms previous research on the importance of experimentation when innovating business models. Additionally, the triple-bottom-line sustainability aspects are discussed in relation to the offering where it is found that positive improvements can be made towards all three aspects. / Denna uppsats undersöker utvecklingen av turnkey erbjudanden. Turnkey erbjudanden betraktas som en sorts produktorienterat Produkt- Tjänstesystem (PSS) där kunden betalar ett fast pris för en total lösning, i detta fall underhåll av fartyg. Turnkey erbjudanden har fått akademisk uppmärksamhet, främst inom byggindustrin och gällande fördelar och nackdelar. Dessutom har tidigare forskning identifierat behovet av att ytterligare undersöka utformningen av affärsmodeller med avseende på personalens förmågor som krävs för att effektivt erbjuda produktorienterade PSS.  Därför syftar denna studie till att undersöka dessa aspekter genom att genomföra en enskild fallstudie på ett stort tillverkande företag inom marinindustrin. Studien omfattar insamling av data genom semistrukturerade intervjuer samt sekundära källor som observationer på plats och företagsdokument.  Uppsatsen ger viktiga ledningsmässiga implikationer när det gäller utvecklingen av turnkey erbjudanden. Dessa inkluderar att ha ett holistiskt perspektiv på erbjudandet, eftersom det möjliggör starkare kundrelationer, vilket i sin tur gör det möjligt för organisationen att utveckla mer avancerade skräddarsydda tjänster i framtiden. Vidare bekräftar denna studie tidigare forskning om vikten av experimentering vid innovation av affärsmodeller. Dessutom diskuteras hållbarhetsaspekterna för triple- bottom-line i relation till erbjudandet, där det konstateras att positiva förbättringar kan göras inom alla tre aspekter.

The increased sophistication of customer needs pushes manufacturers toward integrated offerings where physical products and intangible services collaboratively generate value, also known as Product-Service Systems (PSS). This shifts the focal point from product performance to overall system functionality. However, this naturally increases the importance of requirements linked to the operation and the system's behavior, e.g., reliability, safety, and flexibility. These kinds of requirements that dictate how a system should behave and operate in its context are called non-functional requirements. However, most manufacturing firms have a legacy of focusing mainly on functional requirements.  Alongside this trend, there has been an increasing affordability and availability of data. However, how this data can be utilized for value creation remains a question for the industry. Operational data can serve as a vital source of information about the PSS behavior and value delivery process. Since non-functional requirements depend on the operational context for measuring their performance, operational data can thus provide new insights.  This thesis aims to study the motivation for and challenges of working with non-functional requirements and value within Digital PSS design by manufacturing firms. Firstly, the management of non-functional requirements in the design process is studied. The empirical research determined that there are six challenges that a design team and organization face when working with non-functional requirements. The challenges highlight that non-functional requirements’ fuzzy and intangible aspects make them easy to neglect and hard to include in design and decision-making. A state-of-the-art review is conducted to identify possible remedies. Onward, the intersection between data and value is explored. An overarching classification of operational data and how these can contribute to different forms of value creation is presented based on previous literature. Further, the analysis shows what kind of operational data can be collected using three levels of granularity. Experiences and reflections from multiple companies at different stages in their servitization journey are gathered to complement and expand the perspective on operational data and value.

Problem: Public procurement constitutes a large part of the global economy, accounting for 15% of GDP. But it is also responsible for 15% of global greenhouse gas emissions and consumes vast amounts of raw materials as it is strongly focused on linear products. A more circular alternative is the procurement of Product-Service Systems (PSS), which combine products and services. However, research shows that Circular Public Procurements, such as procurements of PSS, are more complex and require deeper procurer-supplier interaction. Yet, the procurer-supplier interaction in the context of public procurement of PSS has not been empirically explored.  Purpose: The purpose of this study is to explore how the interaction between the procurer and supplier throughout the public procurement process can facilitate public procurement of PSS. Method: A qualitative multiple-case study was conducted, exploring four cases of public procurements of PSS between Swedish municipalities and Swedish private companies. Seven semi-structured interviews with interviewees from both sides were conducted. The data was triangulated with case-specific procurement documents.  Results: Procurer-supplier interaction was found to be crucial for procurers and suppliers throughout the public procurement process to make PSS happen and to improve its quality. In both, the preparation and utilisation phase of public procurement, the interaction can bring benefits for procurers as well as for suppliers, thus facilitating PSS.

Today’s value chains rely strongly on a virgin material to ‘take-make-dispose’ products.One way to reduce that dependency on finite resources is a circular economy (CE).Different pillars form the concept, this research paper focuses on Product-ServiceSystems (PSS) in which a customer instead of buying a product for example only paysfor the use of one.Companies who want to transfer towards a circular business model (BM) facetremendous organisational challenges. They cannot just modify some parts of theiroperations, they have to change the entire BM. Much of the literature and t on BM is aresult of e-business and therefore not necessarily suitable for circular BM.To investigate if the current tools are suitable, the aim of the research is to answer thequestion: Do existing BM Frameworks cover the information requirements for PSS BMswithin the CE.The paper provides a literature review on two bodies of knowledge. First it explains thecharacteristics of PSSs in the context of a CE; secondly, it describes the different BMframeworks which are assessed in this research.To answer the research question, three sub-questions are formed on values, activitiesand stakeholders of a BM to be applied on the BM frameworks. The research follows atwo-step approach to answer these sub-questions, in a first step 9 experts fromacademia, consultancy and business were interviewed on characteristics of PSSs.Based on these characteristics, 26 questions were defined to assess the strength andlimitations of the 9 BM frameworks.As the analysis of this assessment shows, future work is necessary to develop suitableBM frameworks for PSSs and scaled up to the entire CE. The research does notpropose a new BM framework but rather points on lacks in current ones and suggestspossible further research to locate these lacks. Further, the two-step approach as aresearch methodology can be used to connect and assess any kind of expertknowledgewith existing literature or frameworks.

Product-Service Systems (PSS) represents an emerging paradigm in which products and services are integrated to provide enhanced value to customers. By focusing on the specific context of a washing machine, this project explored the opportunities and challenges associated with designing for PSS. This project’s research methodology, which we conducted on behalf of Electrolux AB, employed a combination of literature review, e.g. within Circular Economy (CE), interviews with company employees, as well as interviews and observations of multiple user types to gather insights and perspectives from multiple stakeholders. The purpose of this master thesis project was to develop design principles for PSS and present those in a design proposal for a washing machine bespoke for PSS. Our findings highlight the importance of considering various factors such as user behaviour, considerations of multiple user categories, the environmental impact of products, and circular business models in designing for PSS. The developed principles emphasise the need for on-site reparable and upgradable products, easy installations, seamless integration of digital technologies, energy and resource efficiency, user-centric design, and effective communication channels between users and service providers. The developed design principles and the design proposal provide valuable guidance for designers, manufacturers, and service providers seeking to develop innovative PSS solutions. They offer a platform for creating sustainable, user-centred, and economically viable products and services that meet customers’ evolving needs and preferences. The insights gained from this research can also be partly generalised to other domains and contribute to the wider adoption of PSS as a transformative approach in the fields of product and service design. / Product-Service Systems (PSS) är ett växande paradigm i vilket produkter och tjänster integreras för att öka värdeerbjudandet åt användare. Detta examensarbete fokuserade på det specifika kontextet tvättmaskiner för att analysera de möjligheter och utmaningar som förknippas med att designa produkter för PSS. Forskningsmetodiken för detta examensarbete, vilket utfördes av oss på uppdrag av Electrolux AB, innefattade litteraturstudier inom bland annat området cirkulär ekonomi (CE), intervjuer med både anställda på företaget samt intervjuer och observationer av användare för att samla insikter och perspektiv från flera intressenter. Syftet med detta examensarbete var att utveckla designprinciper för PSS och presentera dessa i formen av ett koncept för en skräddarsydd tvättmaskin åt PSS. Vår analys betonade vikten av att kunna förstå och tolka användarmönster, olika typer av användares behov, produkternas miljöpåverkan och cirkulära affärsmodeller när man ska designa produkter för PSS. De framtagna principerna betonar bland annat behovet av god reparer- och uppgraderbarhet på plats hos primäranvändare, underlättade installationer, sömlös integrering av digitala teknologier, effektiv energi- och resurspåverkan, användarcentrerad design, samt effektiva kommunikationskanaler mellan användare och tjänsteleverantörer. Både design principerna och tillika konceptet erbjuder en värdefull och överskådlig inblick åt produktdesigners, tjänstedesigners samt tillverkare som ämnar att skapa framtida PSS-lösningar. Avslutningsvis blev resultaten av detta projekt delvis relevanta för ytterligare produktkategorier och kan bidra till den bredare omställningen till PSS inom områdena produkt- och tjänstedesign.

Tough competition and volatile global markets have pushed the manufacturing industries to develop solutions more customer-centric with optimal utilization of resources. One of the key reasons behind developing a customer-centric solution is the increased customer value that imparts a competitive edge to the manufacturing industries, eventually leading them to sustain their businesses. Over the years, this has led the transition of manufacturing industries towards offering “functions” instead of pure products. Academic literature often describes this change as the transition towards offering a Product-Service System (PSS), where the functions are typically delivered as a mix of products and services. Developing PSS is a highly challenging task as value entails a multi-dimensional viewpoint based on different stakeholders and many novel technologies integrated along uncertain lifecycles. An optimal PSS for a specific occasion becomes situational as this occasion is bound to change due to underlying future operational uncertainties. This view accentuates the need for inculcating mechanisms in the PSS to sustain value under operational uncertainties, thus attaining value robustness. Literature in systems engineering elaborates on changeability as one of the cores for developing a value-robust system. A changeable system is a system that can change internally as a response to the changes externally to maintain the value expectation over time. With this frame of reference, it is argued that the notion of changeability can be a good supplement for developing a value-robust PSS. From a design perspective, changeability needs to be quantified to strike a balance between the total change-related cost and the benefits. In this light, this thesis is directed toward the quantification of changeability for supporting early design decisions concerning value-robust PSS. To achieve this goal, this thesis first highlights the challenges concerning changeability quantification for a value-robust PSS design. Building on these challenges, it delves into established techniques of design optimization, dynamic programming, and discrete-event simulation to propose a framework that can exemplify the relationship between system configuration, system control, and contextual variables to gain insights about a suitable combination of configuration and control of the system to maintain its value in uncertain operational scenarios. To enhance the proposed framework with operational data, an outline of the state-of-the-art in the collection and utilization of operational data to support design decision-making is presented. Finally, the thesis concludes by highlighting the strength and weaknesses of the proposed framework along with some industrial implications. Broadly, two challenges are emphasized in the proposed framework, computational complexity and lack of contextual knowledge, and addressing them has been left for future studies.

by Lam Wai-Tat. / Two pamphlets inserted. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references (leaves 123-127). / APPROVAL --- p.i / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / LIST OF FIGURES --- p.vi / CHAPTER / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- COMPANY BACKGROUND AND OBJECTIVES --- p.2 / Nortel and Nortel China --- p.2 / Corporate Goal --- p.5 / Goal of Nortel China --- p.5 / Product Group Goal (Wireless) --- p.6 / Chapter III. --- RESEARCH OBJECTIVES AND DESIGN --- p.7 / Research Objectives --- p.7 / Research Design --- p.7 / Market Survey --- p.8 / Survey Design --- p.9 / Survey Results --- p.9 / Chapter IV. --- PRODUCT AND MARKET BACKGROUND --- p.12 / Wireless Communication Standards --- p.12 / Wireless Phone Types --- p.13 / Wireless Telecommunication Network Markets --- p.13 / Wireless Communications Equipment Market --- p.14 / Cellular Handsets --- p.15 / Chapter V. --- MARKETING ENVIRONMENT AND TRENDS - MACRO --- p.17 / General China Economy --- p.17 / Telecommunication Services and Regulation --- p.18 / Ministry of Posts and Telecommunications (MPT) --- p.18 / Directorate General of Telecommunications (DGT) --- p.19 / Provincial Post and Telecommunication Administration (PTAs) and Local Telecom Bureaus --- p.19 / State Radio Regulatory Commission --- p.19 / Type Approval Procedure --- p.20 / Imported Pagers and Mobile Phones --- p.20 / Pagers and Mobile Phones Assembled or Manufactured in Mainland China --- p.21 / Cellular Operators --- p.21 / MPT --- p.22 / Unicom --- p.23 / CESEC --- p.24 / Tariff Structure - Mobile Services --- p.24 / Liberalization of Telecom Services --- p.25 / China Unicom --- p.25 / Liberalization of the Retail Market --- p.26 / China Consumer Market Size --- p.26 / China's Growing Urbanization --- p.28 / Cultural Forces --- p.30 / Technological Direction --- p.31 / Chapter VI. --- MARKETING ENVIRONMENT AND TRENDS - MICRO --- p.34 / Direct and Substitute Competition --- p.34 / Mobile Satellite Services --- p.34 / Nortel China Resources --- p.34 / Supplier Influence --- p.35 / End Customers --- p.35 / Consumer Profiles --- p.36 / Consumption Trends --- p.38 / Consumer Buying Decision Process --- p.38 / Cellular Handset Market Share --- p.40 / Competitors --- p.41 / Ericsson --- p.41 / Motorola --- p.42 / Nokia --- p.43 / Cellular Handsets in China (Competitive Products in the Market) --- p.44 / Nortel Wireless Handset Product Portfolio --- p.44 / Chapter VII. --- SWOT ANALYSIS OF NORTEL --- p.46 / Chapter VIII. --- STRATEGIES --- p.48 / Marketing Objectives and Strategies --- p.48 / Market Potential --- p.49 / Nortel's Position --- p.49 / Target Customer --- p.50 / Target Markets by Geographic Location --- p.52 / Beijing --- p.52 / Cellular network --- p.53 / Strategic relationship --- p.54 / Shanghai --- p.54 / Cellular network --- p.54 / Strategic relationship --- p.55 / Guangzhou --- p.55 / Cellular network --- p.56 / Strategic relationship --- p.56 / Target Markets by Demographics --- p.56 / Competitive/Differential Advantages --- p.58 / Chapter IX. --- MARKETING PROGRAM --- p.61 / Product --- p.61 / Core Product --- p.62 / Tangible Product --- p.62 / Augmented Product --- p.63 / Product Evolution --- p.64 / Distribution --- p.66 / Identification of Channel Members --- p.66 / Phase I --- p.67 / Primary distribution --- p.67 / Secondary distribution --- p.68 / Phase II --- p.68 / Physical Distribution --- p.69 / Promotion --- p.71 / Summary of Nortel's Current Promotional Activities --- p.73 / Advertising --- p.73 / TV commercial #1 (corporate) --- p.73 / TV commercial #2 (product) --- p.74 / Newspaper advertisements --- p.75 / "Magazine advertisements and ""advertorials""" --- p.75 / Outdoor advertising --- p.75 / Personal Selling --- p.76 / Sales Promotions --- p.77 / Point-of-purchase materials --- p.77 / Trade shows and exhibitions --- p.77 / Consumer promotions (replacement promotions) --- p.78 / Trade promotions (trade rebates) --- p.78 / Sales forces promotion --- p.78 / Product demonstrations --- p.79 / Sponsorship --- p.79 / Publicity --- p.80 / Budget --- p.80 / Pricing --- p.82 / Mobile Handset Prices and Service Charges in China --- p.82 / Estimated Costs of Other Vendors' Handsets --- p.82 / Pricing Considerations --- p.83 / Revenue Analysis --- p.84 / Chapter X. --- LIMITATIONS --- p.87 / Chapter XI. --- CONCLUSION --- p.89 / ABBREVIATIONS AND ACRONYMS --- p.90 / APPENDIX 1 --- p.91 / APPENDIX 2 --- p.96 / APPENDIX 3 --- p.100 / APPENDIX 4 --- p.102 / APPENDIX 5 --- p.104 / APPENDIX 6 --- p.105 / APPENDIX 7 --- p.107 / APPENDIX 8 --- p.109 / APPENDIX 9 --- p.111 / APPENDIX 10 --- p.113 / APPENDIX 11 --- p.115 / APPENDIX 12 --- p.116 / APPENDIX 13 --- p.118 / APPENDIX 14 --- p.119 / APPENDIX 15 --- p.122 / BIBLIOGRAPHY --- p.123