Today, in Munich, the first event of the “Service Innovation Journey Germany” took place with a clear focus on “superior services” and a range of high-level speakers and discussants.
Participants had the chance to look behind the scenes of two “superior service providers” in Munich, one being Munich Airport, the other being the Technische Universität München (TUM).
TUM’s president, Professor Wolfgang Herrmann, provided impressive insight in the strategy, structure and some key processes of Technische Universität München, that recently has won the “elite”-status in the Excellence Initiative by the German Federal and State Governments with its service-oriented strategy: “TUM. The Entrepreneurial University”.
Dr. Michael Kerkloh, CEO of Munich Airport, gave a lively presentation about some reasons why Munich Airport had been named the winner of the “Best Airport in Europe” award for the third year in a row in an international survey of close to eight million passengers worldwide. In addition, participants had the chance to take a tour to the unknown part of this superior service provider.
And what are the conceptual underpinnings behind these kinds of superior services?
Germany has a specific (academic as well as practical) strength in systematic service design and service engineering. It is the basis for the realization of these kinds of “superior services”.
Based on interdisciplinary research projects funded by the German Federal Ministry of Education and Research, the following publications provide some insight in the area of systematic service design and service engineering:
Bullinger, H.-J. / Scheer, A.-W. / Schneider, K.: Service Engineering: Entwicklung und Gestaltung innovativer Dienstleistungen (Service Engineering: Design and Implementation of Innovative Services), 2nd ed., Springer: Berlin 2005.
Lukzak, H. / Reichwald, R. / Spath, D.: Service Engineering in Wissenschaft und Praxis. Die ganzheitliche Entwicklung von Dienstleistungen (Services Engineering in Research and Practice. Holistic Service Design), DUV: wiesbaden 2004.
More soon …
Kathrin
www.wi1.uni-erlangen.de / www.clicresearch.de
