Nadine Schlüter

Integrating customers' voice inside network environments

Business networks are increasingly important for small and medium-sized enterprises (SMEs) regarding the growing complexity, shortening product life cycles, and intensity of the competitive environment. Building up business networks supports the access to complementary resources and can lower monetary risks. Other risks like dependencies, missing customer contact points, lack of trust, or loss of knowledge may arise. One main aspect regarding these factors is the measurement of customer satisfaction which is demanded by ISO 9001. Therefore, the authors provide a solution to allocate the origin of performances through parallel or even identical benefits and facilitate performance measurements for network partners without having customer contact points. All parts of the modular framework of Generic Customer Satisfaction Measurement for business networks (GCSM-Net) are introduced. The GCSM-Net is then applied in a business network of an SME in the cutlery industry. Finally, the approach and instantaneous limitations are discussed within an outlook for further research.

Measurement Concept for Security in Mass Transportation

In order to reduce endangerments in the field of mass transportation systems, new technologies and methods for a customer- and situation-oriented approach are needed. This paper outlines a concept to better understand the customers´ reasons and their effects on the sense of security as well as a system that can offer permanent updated information on the security sensations of customers related to real situations.

Development of the DGQ role bundle model of the Q occupations

Purpose Today’s generations face the effect that knowledge is no more usable for decades or even centuries. The pace of change as well as its profoundness has reached levels that cause massive changes in companies, but also whole societies. Some call this phenomenon the 4th industrial revolution or Industry 4.0. Others use the term “digital transformation”. Does this mean that quality managers are becoming obsolete soon? How do the Quality occupations adopt? Which changes need to be accomplished in the field of Quality occupations to provide sustainable competencies for future employees? What tasks and functions need to be carried out? And how can these tasks be defined on a universal basis that fits for different kind of branches as well as small and big companies? Design/methodology/approach Based on Abbotts “System of Professions”, the development of a transformation concept for Quality occupations is carried out. The purpose of this paper is to define basic professional positions in the field of Quality Engineering regarding quality assurance (QA) and quality management (QM) as well as from an operative to a strategic level. Tasks and responsibilities of todays and future businesses models are clustered and enhanced or specified. In a survey, which included 389 executive managers in Germany, the German Association of Quality elevated those jurisdictions and their competences of QA and QM professionals. The results are used to define the new role bundle model for Quality occupations in Germany. Findings The innovative and sustainable role bundle model offers defined Quality occupations for future business models needed for the 4th digital revolution. Thereby, not every role has to be taken by a separate employee in a business organisation. By offering different kind of clusters, the role bundle model helps to create agile role profiles regarding the actual business situation and its size. This way, tasks and jurisdictions within the business organisation can be adapted fast to the changes of the business organisation. Originality/value The innovative concept is based on two success criteria: the creation of Quality occupations according to the changes of digital transformation and a survey involving more than 350 German executive managers in the field of Quality. Based on the results, a role bundle model for Quality occupations is designed that helps to coordinate education programmes at universities and professional trainings in Germany.

Unsicherheiten am Bahnhof – Sicherheitswahrnehmungen im öffentlichen Personennahverkehr

Bei der Messung von Sicherheitswahrnehmungen von Fahrgasten des offentlichen Personennahverkehrs (OPNV) stosen bisherige Methoden an ihre Grenzen. Es ist eine neue Herangehensweise unter Berucksichtigung interdisziplinarer Ansatze angebracht. Im folgenden Artikel werden zunachst die Umstande dieser Problematik beschrieben und Anforderungen fur ein zu entwickelndes Messkonzept abgeleitet. Die anforderungsgerechte Methodenentwicklung, die zur Messung der Sicherheitswahrnehmung von Fahrgasten der U-Bahn am Hauptbahnhof Koln eingesetzt wurde, wird ebenfalls vorgestellt. Die Ergebnisse und Erkenntnisse der Untersuchung mittels der vorgestellten Methodik werden dargelegt und abschliesend kritisch diskutiert sowie weiterfuhrende Ansatze vorgestellt.

Accessible and Inclusive Mobility for All with Individual Travel Assistance -- Aim4It

Public transportation is a main factor for a reliable mobility in urban and rural areas. Every user group and their specific requirements have to be considered during planning and realization of public transportation services. Hence public transport operators have to ensure a barrier-free public transportation service. Certainly this barrier-freeness still is not realized for every user group, due to the high complexity of public transportation systems. Therefore this paper focuses on a comprehensive Systems Engineering-based approach to handle complexity for development of a new individual travel assistance and its integration into existing background systems of public transport operators. This approach is based on several use-cases. One use-case will be focused on for an exemplary system introduction.

Mobilitätskonzept für Kundengruppen mit speziellen Transportanforderungen im ÖPNV

Der offentliche Personennahverkehr (OPNV) ist einer der wichtigsten Grundpfeiler fur die Mobilitat in urbanen Ballungsraumen und sichert die gesellschaftliche Teilhabe aller Bevolkerungsschichten an der Fortbewegung sowie die wirtschaftliche Leistungsfahigkeit. Um dieses fur alle Nutzergruppen zu gewahrleisten, muss die Implementierung spezifischer Anforderungsprofile, wie sie etwa bei Personen mit korperlichen Behinderungen vorhanden sind, besondere Berucksichtigung finden. Die gewahlten Reiseziele sollen fur diese mitunter mobilitatseingeschrankten Fahrgaste erreichbar sein und somit ein barrierefreier Transport gewahrleistet werden.