Information Systems in the Service Industry

Lecture

Degree Course BSc, Diploma
Lecturer Prof. Dr. Armin Heinzl
Contact hours per week 2
Grading Written exam
ECTS 6
Language of instruction English
Room O145 (O131 on October 4, 2011)
Time Tuesdays, 3:30 - 5:00pm
Registration not required
Additional information lecture materials on ILIAS

Learning objectives

Understand the specifics of information systems in the service industry. Learn how the different phases of service processes can be supported by information systems. Learn about the function and application logic of information systems in selected application domains (transportation, finance, banking, and insurance, telecommunication, and software services).

Content

This course deals with the application logic of information systems in the service industry. It provides an overview of service processes and illustrates how different phases of service processes can be supported by information systems. The course focuses on selected service domains like transportation, finance, telecommunication and software. Participants become acquainted with the respective functionality as well as the specificities of these domains. Moreover, the course demonstrates the challenges which arise when services are enabled by information systems. The course is suitable for information system as well as business administration students.

Exercise

Degree Course BSc, Diploma
Lecturer Dipl.-Wirtsch.-Inf. Sebastian Stuckenberg
Language of instruction English
Room O131
Time bi-weekly between October 6 and November 17
Office hours on appointment

Preliminary Schedule

No. Date Topic Lecturer
1 13.09.2011 Intro, Information Systems, Service Processes Prof. Heinzl
2 20.09.2011 Service Support Systems Prof. Heinzl
3 27.09.2011 IS in the service process Prof. Heinzl
4 04.10.2011 IS in Transportation I (Room: A5,6B - B 243) Prof. Heinzl
E1 06.10.2011 Exercise: Service Fundamentals Stuckenberg
5 11.10.2011 IS in Transportation II Prof. Heinzl
6 18.10.2011 IS in Finance, Banking, and Insurance I Prof. Heinzl
E2 20.10.2011 Exercise: Transportation Stuckenberg
7 25.10.2011 IS in Finance, Banking, and Insurance II Prof. Heinzl
01.11.2011 No lecture: All Saints’ Day
E3 03.11.2011 Exercise: Finance, Banking, and Insurance Stuckenberg
8 08.11.2011 IS in the Software Industry I Stuckenberg
9 15.11.2011 IS in the Software Industry II Stuckenberg
E4 17.11.2011 Exercise: Software Industry Stuckenberg
10 22.11.2011 Visiting Talk: Implementing SAP Business ByDesign in SME Metter, ameria
11 29.11.2011 IS in Telecommunication Prof. Heinzl
06.12.2011 Buffer

Literature

Text Book:

  • Bodendorf, Freimut: Wirtschaftsinformatik im Dienstleistungsbereich, Berlin u.a. 1999.
  • Fitzsimmons, James A.: Service management: operations, strategy, and information technology, Mc Graw Hill, New York 2007.
  • Heinrich, Lutz J., Roithmayr, Friedrich, Heinzl, Armin: Wirtschaftsinformatik-Lexikon, 7. Auflage, München, Wien, Oldenbourg 2004.

References (extract):

  • Alavi, M.; Leidner, D. E. (2001): "Review: Knowledge Management and Knowledge Management Systems: Conceptual Foundations and research Issues.” In: MIS Quarterly, 25(1), S. 107-136. 
  • Bartmann, Dieter (Hrsg.): Bankinformatik. Gabler, 2004.
  • Buxmann, Peter ; Diefenbach, Heiner ; Hess, Thomas: "Die Softwareindustrie: Okonomische Prinzipien, Strategien, Perspektiven.", Berlin, Heidelberg, Springer Verlag, 2008 
  • Bitz, MichaelMichael: Finanzdienstleistungen. 6. Aufl., Oldenbourg, 2002.  
  • Bodendorf, Freimut: Wirtschaftsinformatik im Dienstleistungsbereich, Berlin u.a. 1999.
  • Brehm, Lars and Heinzl, Armin and Markus, L. (2001) "Tailoring ERP Systems: A Spectrum of Choices and their Implications" In: Nunamaker, J. and Sprague, R. (eds): Proceedings of the 35. Hawai'i International Hawai’i International Conference Of System Science (HICSS), Maui, Hawaii 2001 
  • Carraro, Gianpaolo: SaaS Simple Maturity Model. Internetblog. http://blogs.msdn.com/gianpaolo/archive/2006/03/06/544354.aspx. Version: March 2006 
  • Cento, Alessandro (2009): "The Airline Industry", Physica Verlag, Heidelberg.
  • Choudhary, Vidyanand: Comparison of Software Quality Under Perpetual Licensing and Software as a Service. In: Journal of Management Information Systems 24 (2007), Nr. 2, S. 141–165 
  • Datamonitor: "Global Software Industry Profile”, 2008. 
  • Fitzsimmons, James A.: Service management: operations, strategy, and information technology, Mc Graw Hill, New York 2007.
  • Gopalakrishnan, Balaji, Johnson Ellis. L. (2005): "Airline Crew Schedluing: State-of-the-Art", Springer, Berlin.
  • Hartmann-Wedels, Thomas; Pfingsten, Andreas; Weber, Martin: Bankbetriebslehre. 3. Auflage, Springer, 2004.
  • Gardner, S. R. (1998): "Building the Data Warehouse.” In: Communications of the ACM, 41(9), S. 52-60.
  • Heinrich, Lutz J., Heinzl, Armin, Roithmayr, Friedrich: Wirtschaftsinformatik, 3. Auflage, München, Wien, Oldenbourg 2007 , p.13-25.
  • Heinrich, Lutz J., Roithmayr, Friedrich, Heinzl, Armin: Wirtschaftsinformatik-Lexikon, 7. Auflage, München, Wien, Oldenbourg 2004.  
  • Maurer (2002): "Luftverkehrsmanagement", 2. Aufl., Oldenbourg, München.
  • Meffert (2000): "Marketing", 9. ed., Gabler, Wiesbaden.  
  • Mertens, P.: Integrierte Informationsverarbeitung 1, Gabler Verlag, Systens Wiesbaden 2007, p. 28-46.
  • Mertens, P.: Integrierte Informationsverarbeitung 2, Gabler Verlag, Wiesbaden 2000.
  • Olsen, Eric R.: Transitioning to Software as a Service: Realigning Software Engineering Practices with the New Business Model. In: SOLI ’06. IEEE International Conference on Service Operations and Logistics, and Informatics Shanghai : IEEE 2006 S 266 271 
  • Pompl (2002): "Luftverkehr" 4 Aufl Springer Berlin Luftverkehr , 4. Aufl., Springer, Berlin.
  • Sääksjärvi, Markku ; Lassila, Aki ; Nordström, Henry: Evaluating the Software as a Service Business Model: From CPU Time-sharing to Online Innovation Sharing. In: Isaisas, Petro (Hrsg.) ; Kommers, Piet (Hrsg.) ; Mc-Pherson, Maggie (Hrsg.): IADIS International Conference e-Society 2005,2005, S. 177–186 
  • Stuckenberg, Sebastian, Fielt, Erwin and Loser, Timm (2011) "The Impact of Software-as-a-Service on Business Models of Leading Software Vendors: Experiences From Three Exploratory Case Studies" In: Proceedings of the 15th Pacific Asia Conference on Information Systems (2011), pp -, Brisbane, Australia
  • Turner, Mark ; Budgen, David ; Brereton, Pearl: Turning software into a service. In: IEEE Computer 36 (2003), Nr. 10, S. 38–44