Étiquette : Industry 4.0

Smart Service Innovation for Adapting to the Pandemic Situation – Successful Smart Services Summit 2021

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By Jürg Meierhofer

On October 22, the expert group Smart Services welcomed worldwide top experts to the fourth Smart Services Summit. The focus was on how Smart Services allow firms to adapt in the COVID-19 pandemic. Examples of remote and collaborative working have created new forms of co-delivery where customers are integrated into the service processes. Such a change requires a mindset change for more traditional firms as the service model migrates from ‘do it for you’ to ‘do it yourself’ or some mix of ‘do it together’. Considering service science, the switch makes perfect sense as it means that the full set of resources within the ecosystem are now being used rather than only a part. Services can be delivered faster and at lower costs with the support of new technologies and when working with the customer in a co-delivery mode. The changes are leading to new value propositions and business models today and will lead to an evolution in Smart Services in the future. The changes themselves must be understood, and we may need to consider new or different implementation and delivery models for Smart Services. These new working approaches may also requite use to re-evaluate both training and education.

Across the papers and presentations, it became apparent that digital service innovation has substantially changed and accelerated since the start of the pandemic. Customer needs and service processes have undergone dramatic disruption, which is still ongoing. A common thread throughout all the papers was the concept of the ecosystem thinking, which was discussed from a wide field of perspectives and in a comprehensive way. In line with the concept of the Service-Dominant Logic, the needs of the different actors in the ecosystem need to be identified and integrated into the design of the services and the integration of the various resources in the ecosystem. The ecosystem perspective not only integrates the different human actors, but also technological, digital resources.

Innovation through intensive collaboration allows to switch different perspectives and innovation approaches. This results in seamless value propositions and solutions for the beneficiary actors, which is a necessary prerequisite for economic value creation. Well-designed service experiences based on a consequentially customer-centric view and approach are thus at the basis of value creation.

This transition to digital service innovation in ecosystems requires not only fundamental changes of the technological platforms. In particular, collaboration across actors, organizations, and industry requires a new level of trust, culture, skills, marketing approaches and innovation frameworks.

Many thanks to all those who spoke at, and attended, the Smart Service Summit. A big thinks to IBM, data innovation alliance, ZHAW Zurich University of Applied Sciences and Lucerne University of Applied Sciences and Arts for supporting the event.

Smart Services Summit 2021

Smart Services supporting the new-normal

Register to the event here!

Following on from the Summit in 2020, where the focus was on digital as an enabler for smart services, this year
we want to focus on how Smart Services have allowed firms to adapt in the COVID-19 pandemic. Examples of
remote and collaborative working have created new forms of co-delivery where customers are integrated into the
service processes. Such a change requires a mindset change for more traditional firms as the service model
migrates from ‘do it for you’ to ‘do it yourself’ or some mix of ‘do it together’. Considering service science, the
switch makes perfect sense as it means that the full set of resources within the ecosystem are now being used
rather than only a part. Services can be delivered faster and at lower costs with the support of new technologies
and when working with the customer in a co-delivery mode. The changes are leading to new value propositions
and business models today and will lead to an evolution in Smart Services in the future. The changes themselves
must be understood, and we may need to consider new or different implementation and delivery models for
Smart Services. These new working approaches may also requite use to re-evaluate both training and education.

The summit in 2021 aims to assess new and emerging services that are enabled by technology and where the
services are co-delivered to support the emerging new-normal. In doing so, we hope to answer some of these
questions:
… how is the service quality impacted through digital technologies?
… how can you transform the customer (or a third-party) into a service partner?
… how does collaborative working impact value co-creation?
… what is the impact of smart services on customer experience?
… how does the nature of the service delivery change?

The pre-COVID19 context and the challenges faced should, where possible, be described so that the initial state
can be clearly understood. Although the focus will be on COVID-19 and its impact on Smart Services, papers on
emerging research on the full lifecycle (e.g, pre-sales, sales, delivery etc.) of Smart Services remain appreciated.
As with previous years, we are looking for early-stage research and will again publish the proceedings with
Springer. Furthermore, we will use industry to set the scene and the context from their position and follow them
with impactful academic presentations. We will have a physical summit in Zürich!

Location
Hotel Belvoir (LINK)
Säumerstrasse 37
8803 Rüschlikon, Zürich

Covid:
Covid certificate will be checked, please see HERE

Summit Chairs
Prof. Dr. Shaun West, Hochschule Luzern, shaun.west@hslu.ch
Dr. Jürg Meierhofer, ZHAW School of Engineering, juerg.meierhofer@zhaw.ch
Utpal Mangla, VP and Senior Partner in IBM Services

Keywords
Smart Services; Industry4.0; Product-Service Systems; Value Co-creation; Service Quality; COVID-19; Service
Science; Service Design.

Submission procedure
i. Write a short abstract: https://bit.ly/3u73P8O
ii. Short abstract submission: 2 July, 2021 to https://bit.ly/2S8kJ9L
iii. Notification of acceptance: 16 July, 2021
iv. Full paper submission: 31 August, 2021
Acceptance of papers is based on the full paper (up to 8 pages). All papers will be peer reviewed.

Proceedings from 2020
The proceedings from 2020 will be published in June 2021 (https://www.springer.com/gp/book/9783030720896).

«Predictive Maintenance» Tagesseminar

Das 1×1 der vorausschauenden Wartung

In der Instandhaltung kannte man bis anhin zwei Strategien – proaktiv und reaktiv. Mit der Digitalisierung eröffnet sich eine dritte Strategie – prädiktiv: vorausschauend respektive zustandsorientiert.

Angesichts der ständig steigenden Anforderungen auf dem Werkplatz, die Produktivität zu erhöhen und die Betriebskosten zu senken, ist es sinnvoller denn je, die vorbeugende Instandhaltung und Zustandsüberwachung im eigenen Unternehmen in Betracht zu ziehen. Durch die Vorhersage einer Störung, bevor es überhaupt zu Auswirkungen kommt, können Ausfallzeiten minimiert, die Produktivität der Mitarbeitenden gesteigert und Kosten gespart werden.

In diesem Kurs erfahren Sie anhand von konkreten Projekten, wie man einen Betrieb fit für die digitale Instandhaltung trimmt und welche Mehrwerte damit generiert werden können.

Das Seminar richtet sich an Entscheidungsträger aus den Bereichen Instandhaltung, Technik und Digitalisierung.

Ziele

  • Sie kennen den Prozess «Predicitive Maintenance» von der Datenaufnahme bis zur Umsetzung.
  • Sie können die Möglichkeiten einordnen, die Algorithmen und Machine Learning bieten.
  • Sie sind schon nach der ersten Einführung im Kurs in der Lage, ein Projektpapier zu erstellen.

Inhalte

  • Erfahrungen aus umgesetzten Kundenprojekten
  • Theorie von Predictive Maintenance, Big Data, Internet of Things, Anomalie- und Mustererkennung, Dashboards
  • Erarbeitung eines Projektpapiers in der Gruppe

Klicken Sie auf den “MORE INFO” Link in der Leiste oben rechts um auf die Webseite des Veranstalters zu kommen.
Mitglieder der data innovation alliance können sich mit dem Spezialpreis für 390.00 registrieren!

6. F&E-Konferenz zu Industrie 4.0

An einem Nachmittag werden rund 25 Hochschulprojekte im 5-Minuten-Takt aus Bereichen wie Internet of Things (IoT), Technologien (Robotik, Automatisierung), Maschinelles lernen, Big Data/ Data Processing, neue Geschäftsfelder und vielem mehr vorgestellt. Sie erhalten auf effiziente Art und Weise einen Überblick der Themen der nahen Zukunft und erfahren, was an den Hoch- und Fachhochschulen im Bereich Industrie 4.0 geforscht und entwickelt wird.

In der anschliessenden virtuellen Posterausstellung haben Sie die Möglichkeit mit den Referierenden in Kontakt zu treten, sich für weitere Vorhaben inspirieren zu lassen und vielleicht auch schon die ersten Weichen für eine Zusammenarbeit zu stellen.

Weitere Informationen: Offizielle Webseite

Zielgruppe

    • Vertreter*innen der Industrie aus Entwicklung, F&E, Produktion und Geschäftsleitung
    • Dozent*innen und Projektleitende der Hochschulen und Forschungsinstitutionen

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