=Paper=
{{Paper
|id=Vol-2097/paper16
|storemode=property
|title=Towards Practical Applicability of Service Engineering: A Literature Review as Starting
Point for SE Method Design
|pdfUrl=https://ceur-ws.org/Vol-2097/paper16.pdf
|volume=Vol-2097
|authors=Simon Hagen,Sven Jannaber,Oliver Thomas
|dblpUrl=https://dblp.org/rec/conf/emisa/HagenJT18
}}
==Towards Practical Applicability of Service Engineering: A Literature Review as Starting
Point for SE Method Design==
https://ceur-ws.org/Vol-2097/paper16.pdf
Towards practical applicability of Service Engineering:
A literature review as starting point for SE method design
Simon Hagen1, Sven Jannaber2 and Oliver Thomas3
Abstract: Several methods for developing services have been published in research, but only few
find their way into practical application. In this study, which is also the first part of a superordinate
DSR project, we conduct a literature review and analyze service engineering methods. The results
will be used to derive practically tested methods and implement a supporting tool.
Keywords: Service Engineering Method, Design Science, Literature Review, Workshop
1 Introduction
Induced by the intensifying globalization and interconnectivity of markets and
competition, especially small and medium sized enterprise (SME) strive for improving
their business models to gain a sustainable competitive advantage [Kf18]. Since
mechanical engineering is a leading industry in Germany, one strategy for product-centred
offering is by integrating services to supply a solution-bundle instead of a physical product
solely (often referred to as product-service system, PSS) [Lc16]. Offering services can
imply significant opportunities for companies to stay competitive [Pl18]. Henceforth, the
management and engineering of services has been a frequent subject of discussion in
literature. Initial studies on the impact of services on economies can be found in scientific
literature in the 1970s and 1980s [Co84] and developed over time to today’s research
discipline of Service Engineering (SE) [SM10]. According to [Pg09], SE strives for the
“systematic development and design of services using suitable models, methods and tools
as well as the management of service development processes” and many methods have
been developed yet to support this process. However, only few SE methods are used in
practice [Mt06], even though they support companies in improving their business, which
questions the applicability of the SE methods developed so far.
Therefore, our superordinate research aims at enabling companies to apply systematic
approaches to develop their service offerings by designing suitable SE methods and
implementing appropriate supporting tools. As a starting point, we conducted a study
(expert interviews) confirming the results from [Mt06] and revealing requirements on the
usage of SE methods in German SME (currently in review) and performed an extensive
literature review regarding the current state-of-the-art of SE methods, which will be
described in this contribution. By doing so, we want to provide results for the
superordinate research and answer the following research questions within this
1
Universität Osnabrück/IMWI, Katharinenstr. 3, 49074 Osnabrück, simon.hagen@uni-osnabrueck.de
2
Universität Osnabrück/IMWI, Katharinenstr. 3, 49074 Osnabrück, sven.jannaber@uni-osnabrueck.de
3
Universität Osnabrück/IMWI, Katharinenstr. 3, 49074 Osnabrück, oliver.thomas@uni-osnabrueck.de
91 Simon Hagen, Sven Jannaber and Oliver Thomas
contribution: (1) Which SE methods have been developed in science so far and (2) how do
they perform when being assessed against practical applicability (which resulted from the
previous study interviewing experts)?
2 Research Method
For the paper at hand we conducted a structured literature review (LR) according to
[WW02], examining 3,361 results from six databases (ACM, AISeL, EBSCOHost,
ScienceDirect, Web of Science, SpringerLink). We applied the search term “Service
Engineering” in combination with “Tool”, “Method”, “Model”, “Framework”,
“Methodology”, “Approach”, “Design” and “Procedure” and limited the results to the
years 2000 to 2018 since the term SE has primarily emerged after 2000. Furthermore, we
have restricted our results to the original, first-time publication of each method. No further
restrictions were made. Figure 1 shows the assessment of the publications found. The final
29 publications were transferred into a concept matrix and analysed in detail, by
highlighting similarities within the applied components of each SE method (e.g. phases)
and characteristics originating from previous studies with a similar scope (c.f. section 3).
Query Removing Inspection Inspection Inspection Forward/
Databases Duplicates of Titles of Abstracts of Content Backward
6 3361 3249 198 66 24 29
DB Search
Figure 1: Literature review research approach
In combination with the interviews stated in the introduction, the presented research marks
the first phase of a superordinate DSR project, illustrated in Figure 2. Based on the results
of the LR, we will evaluate promising SE methods in distinct workshops with both
researchers and practitioners, in order to assess whether a method is suited for an
application in practice and how they have to be adapted or combined to provide most
benefit (phase 2). The resulting SE method will then be implemented as a software tool
(phase 3) which guides engineers through the service development process. In accordance
to DSR, we will then evaluate and improve the prototype in the later phases. The dotted
rectangle in the figure marks the scope of our current research.
Problem-
Centered
Initiation Process Iteration
Identify Define
Design &
Problem & Objectives of a Demonstration Evaluation Communication
Development
Motivation Solution
Expert
Prototyping
interviews & Workshop Demonstration and evaluation
of software Dissemination
Literature series with focus groups
tool
review
Figure 2: Research framework according to [Pk08]
Towards practical applicability of Service Engineering 92
3 Results of the Literature Review
To fit the scope and purpose of this research proposal, we demonstrate an excerpt of our
LR, which in total consists of many more characteristics and analyzed publications (c.f.
section 2). We therefore focus on the main findings related to practical applicability of SE
methods which we derive from characteristics like tested in practice (1), concrete
realization suggestions (2), interfaces to other disciplines (3) and sufficient description
(4). With respect to different phases of SE, we distinguish between: (5a)
strategy/planning, (5b) development, (5c) organizational aspects, (5d) reusable
documentation and (5e) evaluation and adaption of the method. The reduced concept
matrix is given in Table 1, a partly-filled circle marks a characteristic which is partly-
fulfilled by the corresponding method. All descriptions and conclusions of the results in
this contribution refer to the matrix in Table 1, but also apply to the findings of the entire
study.
Authors / Characteristics (1) (2) (3) (4) (5a) (5b) (5c) (5d) (5e)
Alix, Vallespir (2010) ◯ ◐ ◯ ◯ x x x
Vasantha, Komoto, Hussain et.al (2013) ◯ ◯ ◯ ● x x
Berkovich, Leimeister et al. (2014) ◯ ◯ ◐ ● x x x
Pezzotta, Cavalieri, Gaiardelli (2012) ◐ ◯ ◯ ● x x
Gangadharan, Luttighuis (2010) ◐ ◯ ◐ ● x x
Kersten, Kern, Zink (2006) ◯ ◯ ◯ ◯ x x
Kunau, Junginger, Herrmann et al. (2005) ◯ ◯ ◯ ● x x x
Spath, Demuß (2006) ◯ ◯ ◯ ◯ x x
Bullinger, Schreiner (2006) ◯ ◯ ◯ ◯ x
Scheuing, Johnson (1989) ◐ ◯ ◯ ◯ x
Modell nach DIN (1998) ◯ ◯ ◯ ◯ x x x
Kingman-Brundage, Shostack (1991) ◯ ◯ ◯ ◯ x x x x
Mont (2001) ◐ ◯ ◯ ◯ x x x x
Table 1: Excerpt of the concept matrix of the literature review
In terms of the practical evaluation (1) of the examined SE methods, it becomes obvious
that only few methods have been tested on use cases in practice. In addition, these
evaluations usually neither take place in firms nor are they executed by practitioners, but
are applied by scientist to known examples. However, one has to note that our assessment
only involves first-time publications of the SE methods, rather than all succeeding
submissions in which more detailed evaluations might have been conducted. Nevertheless,
the findings imply that practical evaluation does not play a key role in SE method
development, which is questionable considering the long-term objective to apply such
methods in practice.
The second characteristic, concrete realization suggestions (2), refers to descriptions or
references to well-known and accepted methods or tools (e.g. BPMN for process
modelling or business model canvas for business modelling), which are used in the context
of the superior SE method. This is a valuable indicator for whether the method can be
easily applied in practice, since one can use predefined methods to accomplish the
93 Simon Hagen, Sven Jannaber and Oliver Thomas
development of new services, rather than having a generic description of an approach and
thus having to implement it by oneself. As the results show, only very few methods suggest
concrete tools or artifacts to realize the proposed SE method. In addition, the suggestions
often do not cover the complete method and only focus on several steps/phases. This result
goes along with the sufficient description (4) of the phases, tasks and structures of the SE
method if there is no reference to an external approach. If the SE method has its own
approach for the different phases, they need to be described extensively and sufficiently,
which does not hold is in most cases.
Interfaces to other disciplines (3) refers to the (intended) capabilities of a method to
integrate (with) other engineering fields (e.g. software engineering). Due to the increasing
integration of products, services and other fields (c.f. introduction), it is important that SE
methods promote or support such interactions. Despite the importance, only few methods
partly consider the integration to other engineering tools or methods to allow a seamless
development of a solution offering. However, this link usually does not refer to specific
methods but implies the adherences of the other disciplines (e.g. “Since multiple
departments […] participate in the creation of the user requirements document […]”
[Bm14]).
The last characteristic described in this excerpt is divided into several values. In general,
the characteristics (5a-5e) indicate which priority or focus a method sets. This is important
for the next step in our research and therefore for the practical applicability, since a method
should be able to cover the whole cycle of SE development. Within this contribution, the
characteristics (5a-5e) do not seek to exhaustively describe all aspects of a SE method, but
seem to be the most important ones. We do not assume that for every project all phases
are required. However, for a generic approach, which will be used as a basis for a
prototype, an extensive view is important. The analysis shows that two core areas are
covered in almost every SE method: strategy and planning (5a) as well as development
(5b). This seems consequential, due to the meaning of development procedures. Other
facets however, like the consideration of (5c) organizational aspects, the (5d)
documentation of the results or the (5e) evaluation and potential adaption of the method,
are considered only scarcely.
4 Conclusion and Future Research
The results of the LR show that, from a scientific point of view, no SE method seems to
be fully applicable in practice yet. However, one has to notice that the aim of scientific
methods is not always to satisfy practitioner’s needs, but in an application-oriented field
of research, this aim should be implied. Therefore, based on the insights we gained from
our previous study (expert interviews), the literature review shows that it is challenging
for companies to find adequate and usable SE methods. Especially in rapidly changing
times, a suitable method can be of big value for companies to continuously improve their
business model. However, the study also reveals information regarding beneficial aspects
Towards practical applicability of Service Engineering 94
of the methods examined which we use to carry on our superordinate DSR project. Based
on the results of the interviews from practice, requirements regarding service
development, and the complete LR, we compile a comprehensive method for SE
development, which especially fits the requirements of practitioners. Since this method
already builds upon practical requirements, we expect it to already be more applicable in
industry. However, to improve the new method even further, we will apply it to real-life
use cases with practitioners and evaluate it accordingly. So far, an initial search regarding
suitable workshop concepts has been carried out, which will be used to prepare a generic
workshop concept. Subsequently, this allows for evaluating different SE methods. In a
first step, we will test the workshop concept with a group of researchers (pre-test) from
different disciplines to obtain information about the workshop concept in general and a
first glance at the applicability of one SE method. The results will be used to finalize the
concept and apply it in several workshops with practitioners (second step). In an iterative
process, we evaluate SE methods and improve our newly designed method continuously.
We have terminated the first workshops for May 2018. Finally, we want to implement a
supporting tool which guides engineers through the process of the evaluated SE method
and provides useful functionalities during the process.
5 References
[Kf18] Kammler, F., Remark, F., Thomas, O.: Serviceplattformen als Digitalisierungsstrategie
- Entwicklung und Anwendung eines Anforderungskatalogs für den Maschinen- und
Anlagenbau. In: Multikonferenz Wirtschaftsinformatik 2018. , Lüneburg (2018).
[Lc16] Leyh, C., Bley, K., Schäffer, T.: Digitization of Ger. Ent. in the Production Sector – Do
they know how “digitized” they are? Am. Conf. Inf. Syst. - AMCIS. (2016).
[Pl18] Patrício, L., Gustafsson, A., Fisk, R.: Upframing Service Design and Innovation for
Research Impact. J. Serv. Res. 21, 3–16 (2018).
[Co84] Cowell, D.W.: The marketing of services. Heinemann (1984).
[SM10] Spohrer, J., Maglio, P.P.: Service Science: Toward a Smarter Planet. Introd. to Serv.
Eng. 1–30 (2010).
[Pg09] Pezzotta, G., Cavalieri, S., Gaiardelli, P.: Product-Service Engineering: State of the Art
and Future Directions. IFAC Proc. Vol. 42, 1346–1351 (2009).
[Mt06] Meiren, T.: Service Engineering im Trend. , Stuttgart (2006).
[WW02] Webster, J., Watson, R.T.: Analyzing the Past to Prepare for the Future: Writing a
Literature Review. MIS Q. 26, 13–23 (2002).
[Pk08] Peffers, K., Tuunanen, T., Rothenberger, M.A., Chatterjee, S.: A Design Science
Research Methodology for Information Systems Research. J. Manag. Inf. Syst. 24, 45–
77 (2008).
[Bm14] Berkovich, M., Leimeister, J.M., Hoffmann, A., Krcmar, H.: A requirements data model
for product service systems. Requir. Eng. 19, 161–186 (2014).