Sven Jannaber

Process Modeling Recommender Systems

The manual construction of business process models is a time-consuming, error-prone task and presents an obstacle to business agility. To facilitate the construction of such models, several modeling support techniques have been suggested. However, while recommendation systems are widely used, e.g., in e-commerce, these techniques are rarely implemented in process modeling tools. The creation of such systems is a complex task since a large number of requirements and parameters have to be taken into account. In order to improve the situation, the authors have developed a data model that can serve as a backbone for the development of process modeling recommender systems (PMRS). This article outlines the systematic development of this model in a stepwise approach using established requirements and validates it against a data model that has been reverse-engineered from a real-world system. In a last step, the paper illustrates an exemplary instantiation of the data model in a Smart Glasses-based modeling environment and discusses business process agility issues. The authors expect their contribution to provide a useful starting point for designing the data perspective of process modeling recommendation features that support business agility in process-intensive environments.

Smart Glasses als Autorenwerkzeug zur Erstellung digitaler Aus- und Weiterbildungsinhalte

Technische Dienstleistungen sind von hoher Komplexitat und umfassenden Informationsbedarfen gekennzeichnet, sodass zu ihrer Erbringung eine zielgerichtete IT-Unterstutzung unerlasslich ist. Zur Vorbereitung einer adaquaten Prozessunterstutzung durch mobile Assistenzsysteme mussen zunachst die Dienstleistungsprozesse identifiziert und dokumentiert werden. Insb. technische Serviceprozesse sind jedoch oftmals nur schwierig ex-post durch Modellierungsexperten zu erfassen, da notwendige Detailinformationen aus der Serviceerbringung fehlen. Gleichzeitig besitzen Servicetechniker nicht das Modellierungswissen, um im Nachgang ihre Dienstleistungstatigkeiten zielfuhrend dokumentieren zu konnen. In diesem Kapitel wird deshalb ein Konzept erarbeitet, durch das Servicetechniker in die Lage versetzt werden, die Erbringung von Dienstleistungen bereits wahrend ihrer Ausfuhrung dokumentieren zu konnen.

Glassroom: Aus- und Weiterbildung mit Smart Glasses und Virtual Reality-Brillen im technischen Kundendienst

Die Aus-und Weiterbildung von Mitarbeitern und Mitarbeiterinnen ist ein zentraler Erfolgsfaktor fur Unternehmen. Durch die stetig wachsende Komplexitat betrieblicher Arbeitsprozesse, hervorgerufen durch neue Technologien und innovative Geschaftsmodelle, ist ein unternehmensinterner Wissenstransfer unabdingbar. Insbesondere in der wissensintensiven Dienstleistungsbranche spielt die Aus- und Weiterbildung der Mitarbeitenden eine zentrale Rolle. So mussen Servicetechniker und -technikerinnen des technischen Kundendienstes heutzutage in der Lage sein, mit dem Fortschritt der Technik in modernen Maschinen Schritt zu halten, um die Erbringung ihrer Dienstleistungstatigkeiten (z. B. Wartung oder Reparatur) zu gewahrleisten. Bisherige Ansatze der Aus- und Weiterbildung in diesem Bereich stellen das praktische Erlernen von Fahigkeiten an der Maschine selbst in den Vordergrund. Diese Ansatze werden in vielen Fallen jedoch als zu teuer und aufwendig kritisiert. Mobile Informationssysteme wie Virtual Reality-Brillen und Smart Glasses konnen helfen, diese Kritikpunkte zu adressieren und auf die steigenden Anforderungen an das Personal im technischen Kundendienst zu reagieren. Zu diesem Zweck soll in dem vorliegenden Beitrag eine Integration mobiler Technologien in die Aus- und Weiterbildung von Servicetechnikern und -technikerinnen vorgestellt werden, die im Rahmen des Projekts „Glassroom“ erarbeitet wurde. Dazu werden zunachst die Problemstellung und die Anwendungsdomane detailliert. Der Beitrag thematisiert insbesondere die technische Konzeption des Gesamtsystems mit Fokus auf die zielfuhrende Einbettung mobiler Informationssysteme in die Serviceprozesse des technischen Kundendienstes und wird dabi durch ein exemplarisches Fallbeispiel aus dem Maschinen- und Anlagenbau erganzt.

Closing the Gap Between Research and Practice – A Study on the Usage of Service Engineering Development Methods in German Enterprises

Service Engineering (SE) evolved in the mid-1990s and has become a popular and interdisciplinary field of research in service science since then. However, the diffusion of SE research results into practice is still rare. This is especially crucial, since structured SE methodologies are required to support businesses with the ongoing digitalization of their services. To help closing the gap between research and practice, we conducted 13 semi-structured interviews with experts from eight enterprises in Lower Saxony, Germany, that are involved in (technical) services. The results reveal several requirements and barriers, which hinder companies from implementing and using structured SE methodologies. The findings can be used to help researchers developing industry-friendly approaches and practitioners to set up their enterprises for future-oriented (smart) service engineering.

The Next Generation – Design and Implementation of a Smart Glasses-based Modelling System

Technical services in innovative business models are becoming increasingly complex. Thus, comprehensive IT-support is crucial for service delivery. Content for those IT-support systems is captured by modelling relevant service processes. Aside the intangibility and integrativity, services are characterized by the complexity of their structure. So, the traditional modelling approaches executed by modelling experts are challenging. To overcome those challenges, we developed a concept to model service processes at the point-of-service while executing the service itself. The process executer (e. g. the technician) is empowered by smart glasses that do not limit his scope of actions. Additionally, the glasses guide through the (runtime) modelling and allow easy capturing of service processes during the execution. We followed a design science-oriented approach. First, we identified relevant process blocks from literature for runtime modelling (analysis). Afterwards, we built related software components for the process blocks (design). We do so by proposing an implementation and an architecture for a smart glasses-based modelling system. Finally, we evaluated the concept by prototyping and demonstrating the system by means of a real-world service process (evaluation). Our approach tackles challenges on how new technology can enhance the modelling at the point-of-service, which process blocks are relevant and how domain experts can be integrated into the modelling process itself. The practical implications are towards new chances of capturing processes.

Automatically Annotating Business Process Models with Ontology Concepts at Design-Time

In business process modelling, it is known that using a consistent labelling style and vocabulary improves process model quality. In this regard, several existing approaches aim at the linguistic support for labelling model elements. At the same time, domain-specific ontologies have been proposed and used to capture important process-related knowledge. However, these two areas are largely disconnected up to now. Although some research suggests annotating ontology concepts to process models, for instance, to interpret and reason about a process model, annotation has not yet gained traction in practice since it still has to be done in a highly manual effort. We thus provide an automated, language-independent methodology for using labelling assistance functionalities to identify and annotate relevant ontology concepts to process model elements using a four-step procedural model.

Designing A Framework for the Development of Domain-Specific Process Modelling Languages

Domain-specific process modelling has gained increased attention, since traditional modelling languages struggle to meet the demands of highly specialized businesses. However, methodological support on the development of such domain-specific languages is still scarce, which hampers the specification of adequate modelling support. To this end, the paper applies a design-oriented research approach to create an integrated framework that facilitates the development of domain-specific process modeling languages. The framework is a result of 23 consolidated requirements from relevant literature and contains essential building blocks that need to be considered during the development process. It is demonstrated that the framework satisfies the identified requirements by structuring and systematizing the development of domain-specific languages, which increases language adequacy and quality.