Information Systems in the Service Industry

Lecture

Degree Course BSc
Lecturer Prof. Dr. Armin Heinzl
Contact hours per week 2
Grading Written exam
Language of instruction English
Room O 145
Time Tuesday, 3:30-5:00 pm
Registration not required
First Lecture September 11, 2012
Office hours by appointment
Learning Platform ILIAS

Content

This course deals with 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. It then focuses on selected service domains like transportation, finance, and software. Participants become acquainted with the specificities of the industries itself as well as the respective functionalities of information systems within these industries. 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.

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).

Exercise

Degree Course BSc, Diploma
Lecturer Dipl.-Wirtsch.-Inf. Sebastian Stuckenberg
Language of instruction English
Time Thursdays, 3:30 – 5:00
Schedule and Location ILIAS
Office hours on appointment

Schedule

No. Date Topic Lecturer
1 11.09.2012 Intro, Information Systems, Service Processes Prof. Heinzl
2 18.09.2012 Service Support Systems Prof. Heinzl
3 25.09.2012 Information Systems in the service process Prof. Heinzl
4 02.10.2012 Information Systems in the Transportation Industry I Prof. Heinzl
E1 04.10.2012 Exercise: Service Fundamentals Stuckenberg
5 09.10.2012 Information Systems in the Transportation Industry II Prof. Heinzl
6 16.10.2012 Information Systems in the Transportation Industry III & the Financial Service Industry I Prof. Heinzl
E2 18.10.2012 Exercise: Transportation Stuckenberg
7 23.10.2012 Information Systems in the Financial Service Industry II Prof. Heinzl
8 30.10.2012 Self-study week
9 06.11.2012 Information Systems in the Financial Service Industry III Prof. Heinzl
E3 08.11.2012 Exercise: Finance, Banking, and Insurance Stuckenberg
10 13.11.2012 IS in the Software Industry I Stuckenberg
11 20.11.2012 IS in the Software Industry II Stuckenberg
E4 22.11.2012 Exercise: Software Industry Stuckenberg
12 27.11.2012 Information Systems in the Telecommunications Industry Prof. Heinzl
04.12.2012 no lecture

Literature

Text Book:

  • Slides of the course (will be distributed on ILIAS two working days before the respective session)
  • Fitzsimmons, James A.: Service management: operations, strategy, and information technology, Mc Graw Hill, New York 2010.
  • Heinrich, Lutz J., Roithmayr, Friedrich, Heinzl, Armin: Wirtschaftsinformatik-Lexikon, 7. Auflage, München, Wien, Oldenbourg 2004.
  • Bodendorf, Freimut: Wirtschaftsinformatik im Dienstleistungsbereich, Berlin u.a. 1999.

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 
  • Turner, Mark ; Budgen, David ; Brereton, Pearl: Turning software into a service. In: IEEE Computer 36 (2003), Nr. 10, S. 38–44