Petra Mueller-Csernetzky

Lucerne University of Applied Sciences and Arts | HSLU · Department of Business Engineering and Innovation

Using industrial cases, this book chapter describes how data, contextual information from operational systems, and tacit knowledge inform decision-making. By understanding different challenges due to the various operational systems, the decision-making process is based on a set of questions, which must first be answered by decision makers. This all...

This paper examines the use of digital technologies in field services, which are critical touchpoints for customer-supplier relationships. Field services have traditionally been overlooked, even though they are crucial for building trust and long-term customer satisfaction. The paper researches the value of how digital technologies can bridge the g...

In the context of digitalization, companies today are faced with the challenge of rethinking their process management, especially if they aim to provide smart services. Digitizing processes is not a direct route, as they are neither merely transferable nor do the processes will remain unchanged. The development and implementation of smart services...

The handbook‘s purpose is to formalize the lessons learnt from an Innosuisse- funded project where over twenty different Digital Twin-based use cases were develo- ped in collaboration between ten partners. During the project, we learnt many things: the Digital Twins helped us create new innovative smart services, formalize tacit knowledge, and impr...

The sales process and the project execution in industrial product-service systems is often complicated; particularly for capital equipment with a long-operational life where there are different actors responsible for the different transactions over the whole life cycle. This is often further complicated as the supplier is not directly selling to th...

This paper presents a visual approach to supporting the development of new service opportunities that may have been overlooked in the original product service system design. The design of PSS increases in complexity compared to traditional product design/development since to create value in use, designers have to consider the usage of the product (...

This paper presents a visual approach to supporting the development of new service opportunities that may have been overlooked in the original product service system design. The design of PSS increases in complexity compared to traditional product design/development since to create value in use, designers have to consider the usage of the product (...

Product service systems (PSS) consist of two elements brought into a relationship: a tangible commodity to be sold; and an activity (work) done for another with economic value, called a service (Baines et al., 2007). However, the design of PSS increases in complexity compared to traditional product design/development. Since the nature of PSS is to...

This study is based on the insights gained from the fly-on-the-wall hackathon and follow-up interviews with the participants. The insights were obtained at the OSIsoft London 2017 Hackathon where small teams (2-4 members) were given a set of data and a short introduction into a business and told to ‘go make’ digital solutions. presentation.

The three cases were considered to be typical examples of complex product service systems and were considered to be Wicked Problems: complexity; multiple actors; many machines; complex business decisions; different decision-making horizons; conflicting requirements. They provided a complex collaborative environment where information is not equally...

Product-service systems (PSS) require ecosystem thinking to understand who and what is needed to keep the equipment working so that it supports the customer's or end-user's business (Kowalkowski, 2011). Often a product is designed and manufactured by one firm, packaged by another, shipped by a third, installed by another and then operated and maint...

The motivation of using ecosystems to innovate services derives from our professional experience in the industry with both traditional product-service systems and with Industry 4.0 enabled product-service systems. In our approach, we integrate elements of service design thinking, visualisation, and some aspects of supply chain management to create...

RESEARCH MOTIVATION This paper is based on the insights gained from the fly-on-the-wall hackathon and follow-up interviews with the participants. The insights were obtained at the OSIsoft London 2017 Hackathon where small teams (2-4 members) were given a set of data and a short introduction into a business and told to 'go make' digital solutions. D...

Digitalization is producing masses of data, which creates data overload for managers and engineers. It is due to us, not understand what is needed so giving everything. There is also a gap between digital technologies and their influence on collaboration and co-­delivery. The digitalisation offers solutions to handle data, but there is a lack of me...

smart sharing – our vision is your + " Growing consummation of resources, increasing use of space and inefficient use of energy are currently a big issue in Switzerland. Our solution is "smart sharing". We create a platform with which we offer the opportunity to distribute and exchange services, space objects, devices, mobility, energy and other it...