Principles of Service Engineering (SCM-B-01)

Type: lecture/practical seminar
Type of examination: written exam, 60 min.
Cycle: summer term


Prof. Dr. Alexander Pflaum




Service Engineering is designed as an introductory course. The students should get to know basic questions of service modeling and service development and learn to answer them with the help of corresponding process models as well as basic methods. Practical examples from logistics and supply chain management should contribute to a better understanding of the contents. Theoretical foundations cover the Resource Based View (RBV), the Service Dominant Logic (SDL) as well as Service Engineering and New Service Development.

Essential topics comprise:

  • Introduction to the topic and motivation for dealing with service engineering issues
  • Clarification of basic terms
  • Process models in service engineering
  • Relationship between service engineering and quality
  • Customer orientation in service engineering
  • Identification of innovative value-added services (VAS) using creativity techniques
  • Acquisition of development partners with the help of the "lead user" approach (von Hippel)
  • Description of value added services with the help of the "Service Blueprinting" approach
  • Introduction to the theoretical basis for the development of VAS in logistics and supply chain management (RBV and SDL)


This information is indicative only and subject to change.

Legally binding information on legal aspects of examinations is only provided by the Examination Board.