Digital Services at Karlsruher Institut Für Technologie | Flashcards & Summaries

Lernmaterialien für Digital Services an der Karlsruher Institut für Technologie

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Components of BMs - Strategy (2 Key criteria)

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  • Strategic positions, development paths of the company to continue existing in the market
  • Definition of medium and long-term goals
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What are the common components of business models? (9x)

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  1. Strategy
  2. Resources
  3. Network
  4. Customers
  5. Market offering (Value proposition)
  6. Revenues
  7. Service provision
  8. Procurement
  9. Finances
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What is a Service System?

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A value co-production configuration of people, technology, other internal and external service connected by value propositions, and shared information (such as language, processes, metrics, prices, policies, and laws).

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What is the SERVQUAL method?

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  • most frequently cited quantitative service quality measurement (Fragebogen)
  • 22 statements on expectations and perception to be rated on a 7-pt-sclae
  • comparison of deltas lead to gap quantification and analysis 
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Why is service quality so important?

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  • A dissatisfied customer will tell about 10 and 20 other people about their problem.
  • A customer who has had a problem resolved by a company will tell about 5 people about their situation!
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Definition of Business Models

  • Technology-driven school
  • Recombination school
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Technology-driven school

A business model is a way to commercialize novel technology.


Recombination school

A business model is a recombination of patterns for answering the who-what-how-why questions of a business.

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Customer Intimacy - Customer Understanding

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  • In a service environment it is key to understand the customers needs
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Components of BMs - Resources (2 Key criteria)

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  • Company-internal and external resources, competencies, and capabilities required for value creation.
  • All tangible and intangible input factors for the business model.
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BM Representations (2x)

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  1. Flow-logic Approach (E.g. E3-Value Ontology)
  2. Object-level Approach (E.g. BM Canvas)
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Customer Intimacy - Customer Access

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  • Platforms enable the collection of user data
  • Owning the customer interface
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Customer Intimacy - Service offering agility

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  • Agility and high speed in service delivery at any time and any place requires knowledge and understanding of the customer.


  • "DevOps" is the philosophy of unifying development and operations at the culture, practice, and tool levels, to achieve accelerated and more frequent deployment of changes to production.
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Service Quality Design (4x Approaches)

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  • Ideally service quality is already "built" into the service design


  1. Requirements approach: set particular standards and enforce " conformance to requirements"
  2. Robust design: set tolerance to perserve functions under adverse conditions
  3. Fail-safing: use "poke yoke" devices to limit deviations from desired behavior
  4. Quality Function Deployment: systematically Analyse customer expectations and linkt them to the design of service elements
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Q:

Components of BMs - Strategy (2 Key criteria)

A:
  • Strategic positions, development paths of the company to continue existing in the market
  • Definition of medium and long-term goals
Q:

What are the common components of business models? (9x)

A:
  1. Strategy
  2. Resources
  3. Network
  4. Customers
  5. Market offering (Value proposition)
  6. Revenues
  7. Service provision
  8. Procurement
  9. Finances
Q:

What is a Service System?

A:

A value co-production configuration of people, technology, other internal and external service connected by value propositions, and shared information (such as language, processes, metrics, prices, policies, and laws).

Q:

What is the SERVQUAL method?

A:
  • most frequently cited quantitative service quality measurement (Fragebogen)
  • 22 statements on expectations and perception to be rated on a 7-pt-sclae
  • comparison of deltas lead to gap quantification and analysis 
Q:

Why is service quality so important?

A:
  • A dissatisfied customer will tell about 10 and 20 other people about their problem.
  • A customer who has had a problem resolved by a company will tell about 5 people about their situation!
Mehr Karteikarten anzeigen
Q:

Definition of Business Models

  • Technology-driven school
  • Recombination school
A:

Technology-driven school

A business model is a way to commercialize novel technology.


Recombination school

A business model is a recombination of patterns for answering the who-what-how-why questions of a business.

Q:

Customer Intimacy - Customer Understanding

A:
  • In a service environment it is key to understand the customers needs
Q:

Components of BMs - Resources (2 Key criteria)

A:
  • Company-internal and external resources, competencies, and capabilities required for value creation.
  • All tangible and intangible input factors for the business model.
Q:

BM Representations (2x)

A:
  1. Flow-logic Approach (E.g. E3-Value Ontology)
  2. Object-level Approach (E.g. BM Canvas)
Q:

Customer Intimacy - Customer Access

A:
  • Platforms enable the collection of user data
  • Owning the customer interface
Q:

Customer Intimacy - Service offering agility

A:
  • Agility and high speed in service delivery at any time and any place requires knowledge and understanding of the customer.


  • "DevOps" is the philosophy of unifying development and operations at the culture, practice, and tool levels, to achieve accelerated and more frequent deployment of changes to production.
Q:

Service Quality Design (4x Approaches)

A:
  • Ideally service quality is already "built" into the service design


  1. Requirements approach: set particular standards and enforce " conformance to requirements"
  2. Robust design: set tolerance to perserve functions under adverse conditions
  3. Fail-safing: use "poke yoke" devices to limit deviations from desired behavior
  4. Quality Function Deployment: systematically Analyse customer expectations and linkt them to the design of service elements
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