KIT, Karlsruhe, Germany

Focus Theme

Designing the Digital Transformation

Service Science network

Co-creation event for young academics

KSS Research Workshop 2017 About

KSS Research Workshop 2017

Theme: Designing the Digital Transformation

The rapid digital transformation of businesses and society creates new challenges and opportunities for Service Science. With a focus on 'Digital Service Systems' the Karlsruhe Service Research Institute (KSRI) has become a globally leading service institute and a service innovation hub.

The Karlsruhe Service Summit (KSS) Research Workshop is hosted by KSRI to provide a service innovation hub for researchers and practitioners in the fields of business engineering, economics, computer science, information systems, operations research, logistics, and social sciences.

The objective of the third KSS Research Workshop is to foster academic and interdisciplinary discourse and networking amongst different generations of researchers from the field of service science. In order to achieve this objective, stimulation of academic scholarship, discussions of ideas as well as dialogue among students and researchers from different countries, disciplines, and seniority is intended.

The Speakers

Get inspired by innovative service researchers.

Martin Pitt
Director of PenCHORD, Exeter University Medical School, United Kingdom

Change by Design - Harnessing the Potential of Operational Research in Health and Care

Operational Research (OR) in health services is marked by much innovative research but blighted by the limited evidence of its effective application to improve actual health service delivery. This is not only wasteful, but also dispiriting to those of us who wish to see our research applied to promote greater effectiveness and efficiency in the delivery of care. In recent years, this 'implementation deficit' has been addressed directly through a number of organisations and research initiatives in the UK and some progress has been made. This presentation will examine the key factors which have in the past inhibited the effective use of health care models in service delivery and outline methods to overcome these barriers. Drawing on the experience of MASHnet (The UK Modelling and Simulation in Healthcare Network) and PenCHORD (The Peninsula Collaboration in Health Operational Research and Development - a research group based in the SW of England) successful case studies will be referenced which demonstrate a new collaborative framework where models find active and impactful use in healthcare. Recent developments both in the UK health service and the research arena promise greater integration of OR within the health service. There are still however underdeveloped and neglected areas of research (e.g evaluation) and it will be essential to address these if further progress in engagement and effective implementation of health service modelling is to flourish. A vision for the more effective implementation of OR in healthcare based on collaborative working and capacity building within the NHS will be presented as a more fertile basis for developing useful models.

Professor Martin Pitt is the director of PenCHORD - The Peninsula Collaboration for Health Operational Research and Development. PenCHORD is a research team based at Exeter University Medical School in the UK which works in close collaboration with NHS organisations in the south-west of the country to improve the delivery of health and care using operational research methods.

His research interests are broadly the application of modelling techniques to improve health and care with a particular interest in the use of these approaches in policy and decision making process. He has a specific research focus on use of visualisation techniques to improve the accessibility of information for key stakeholders in health and care.

Amila Pilav-Velic
Assistant Professor, Department for Management and Information Technologies, University of Sarajevo, Bosnia and Herzegovina

(Open) Innovation: necessity or just buzz word?

Today's companies are faced with unprecedented environmental complexity created by rapidly changing technologies, dynamic information environments and new types of business models. To remain competitive, many companies are working on two fronts - within and outside of their organizational boundaries. Externally, companies actively pursue opportunities to collaborate with customers, suppliers, universities, research centers, consultants, other firms, and sometimes even with their direct competitors. With their closed (internal) innovation strategy reaching its limits, they are finding new ways to engage in open innovation. Thus, by using external resources and capabilities, these companies significantly enhance their innovation capacity. Competitive advantage is gained by accessing both new and complementary knowledge as well as unique resources that are not available internally. Those that are successful in open innovation tend to view partnerships as opportunities to acquire new technologies but also to absorb partners' skills and capabilities in order to use these relationships to build skills and diffuse new knowledge. Although large firms are recognized as early and the most common adopters of open innovation, it's impact can be greater for small and medium-sized enterprises (SMEs) due to their dependence on external knowledge and collaboration. Embracing collaborative innovation practices SMEs can overcome their smallness and lack of resources, especially when it comes to R&D infrastructure, financial and human resources. For them, Open Innovation approach becomes new "innovate or die" dilemma.

Amila Pilav-Velic is a assistant professor at University of Sarajevo, School of Economics and Business, Department of Management and Information technology. She completed PostDoc research at Freie Universität Berlin, Chair for Innovation Mangement.

Her main areas of expertise are Innovation management, particularly Open Innovation, Business Process Management (Innovations) and Inter-organizational collaboration.

As pioneer of Open innovation in her country she has been participated in many relevant projects including consultancy in the field. Also, she has considerable knowledge and extensive experience in EU funding programmes and projects. Amila is an author of numerous research papers, including one chapter and book. Since 2013 she has been promoted in the Head of faculty development centre at her home institution.

She is start-up and innovation coach, business consultant, investor, CEO and co-founder of NGO "Women in Business".

Workshop Tracks

KSS Research Workshop 2017 will feature three selected themes in order to stimulate high quality submissions in important areas of service research.

The energy sector continues to undergo substantial structural changes. Currently, the expanding usage of renewable energy sources, the decentralization of energy supply and the market penetration of electric vehicles (EV) as well as stationary storages and smart devices have a significant impact on thefuture development of services in energy and mobility systems.
In the energy sector, for instance, the share of self-generated electricity in the overall electricity demand steadily increases. Consequently, utilities are transforming their business models from pure delivery of energy to tangible (energy) service providers. While services for the energy sector were traditionally limited to B2B services (e.g., ancillary services), the recent increase in "prosumption" shows that the need for a set of tangible, non-technical services in the energy retail market, taking consumer engagement into consideration, is no longer an issue of future services, but current reality. Moreover, the increasing volatility and uncertainty of power supply lead to a rising demand for flexibility, which cannot be provided by the conventional supply side alone. Services focusing on the demand side such as appropriate incentives (e.g. electricity tariffs), market designs, and service level concepts need to be developed and introduced. This requires new services in electricity retail markets, innovative marketing and comprehensive acceptance research and the investigation of future business models.

Consequently, the concept of service quality needs to be adapted to these developments and appropriate service level indicators need to be developed. EVs might be a part of this concept.

Furthermore, mobility and other services are required in order to simplify the market uptake and user acceptance of EV. Finally, in the current trend to 'access society', multi-modal mobility becomes attractive due to fast increasing data availability and therefore declining access costs, fostered by smart mobility services. Multi-modal trips are less costly, better for our health and have a lower environmental impact.
This track therefore seeks contributions enhancing the understanding of the future role of services in energy economics and (e-)mobility. Moreover, presentations and papers addressing the appropriate use of decision support methods in different phases of service innovation and marketing in these domains are welcome. Relevant topics include, but are not limited to:

  1. Service innovation, marketing and evaluation in energy economics and e-mobility
  2. Service level engineering in electricity retail markets
  3. Services for mobility 2.0
  4. The role of smart grids and smart markets to foster demand-side flexibility
  5. User acceptance analysis of new tariffs (e.g. curtailable load or dynamic pricing) or new technologies (e.g. e-mobility)
  6. Design and evaluation of business models in energy and mobility markets

Track Chairs
Patrick Jochem
Wolf Fichtner

The Workshop Committee

General Chairs
Peter Hottum
Patrick Jochem
Maria Maleshkova

Stefan Morana
Melanie Reuter-Oppermann
Carola Stryja
Steering Committee
Markus Bauer
KIT / Bosch
Wolf Fichtner
Kai Furmans

Alexander Mädche
Stefan Nickel
Gerhard Satzger

York Sure-Vetter
Christof Weinhardt

Program Committee

Leonard Walletzký, Masaryk University, Czech Republik
Felix Leif Keppmann, Karlsruhe Institute of Technology (KIT), Germany
Achim Rettinger, Karlsruhe Institute of Technology (KIT), Germany
Margaret Hall, University of Nebraska Omaha, United States
Stephan Meisel, University of Muenster, Germany
Yashar Ghiassi-Farrokhfal, Rotterdam School of Management, Netherlands
Amelie Gyrard, Ecole des Mines Saint Etienne, France
Maribel Acosta, Karlsruhe Institute of Technology (KIT), Germany
Tobias Weller, Karlsruhe Institute of Technology (KIT), Germany
Hassan Saif, The Open University, United Kingdom
Tobias Brandt, Rotterdam School of Management, Netherlands
Patrick Philipp, Karlsruhe Institute of Technology (KIT), Germany
Sebastian Stinner, RWTH Aachen University, Germany

Dominik Möst, TU Dresden, Germany
Michael Vössing, Karlsruhe Institute of Technology (KIT), Germany
Amila Pilav-Velic, University of Sarajevo, Bosnia and Herzegovina
Valentin Bertsch, The Economic and Social Research Institute, Ireland
Alexander Wolf, USU Software AG, Germany
Michael Heilig, Karlsruhe Institute of Technology (KIT), Germany
Jens Schippl, Karlsruhe Institute of Technology (KIT), Germany
Clemens Wolff, Karlsruhe Institute of Technology (KIT), Germany
Paul Harper, Cardiff University, United Kingdom
Melanie Reuter-Oppermann, Karlsruhe Institute of Technology (KIT), Germany
Anne Zander, Karlsruhe Institute of Technology (KIT), Germany
Maria Maleshkova, Karlsruhe Institute of Technology (KIT), Germany
Patrick Jochem, Karlsruhe Institute of Technology (KIT), Germany

The official Time Schedule

Day 1: Sep 21, 2017

  • 8:30 - 9:00
    KIT Campus South | KSRI building

    Registration and Coffee

  • 9:00 - 9:30
    KIT Campus South | KSRI building


  • 9:30 - 11:30
    KIT Campus South | KSRI building

    Interactive Parallel Sessions A

    • (A1) Value Creation and Business Models for Smart Services
    • (A2) Health Care Services

  • 11:45 - 12:30
    KIT Campus South | KSRI building

    Keynote and Discussion:
    Change by Design

    Martin Pitt, Director of PenCHORD, Exeter University Medical School, will give insights how research ideas can be applied into (business) practice.

  • 12:45 - 14:00
    KIT Campus South | KSRI building

    Networking Lunch

  • 14:00 - 16:00
    KIT Campus South | KSRI building

    Interactive Parallel Sessions B

    • (B1) Data Analytics and Planning for Smart Services
    • (B2) From Energy to Mobility

  • Transfer to Special Event

  • 16:30 - 18:30
    KIT Campus East

    Special Event "Autonomous Driving"

    Mobility experts from KIT, Fraunhofer and FZI (Matthias Pfriem, Jens Ziehn and Ralf Kohlhaas) will give us exclusive insights into latest research on autonomous driving at KIT Campus East and the "Profilregion Mobilitätssysteme Karlsruhe" project. We also will see an autonomous car live and in action...

  • Transfer to Social Event

  • 19:00

    Social Event

    At Haid-und-Neu-Str. 18 in Karlsruhe, the Hoepfnerburg - a local brewery looking like a castle is located. Apart from enjoying a cold beer, the Hoepfnerburg offers an unique atmosphere in the middle of Karlsruhe.

Day 2: Sep 22, 2017

  • 9:30 - 10:00
    KIT Campus South | KSRI building

    Good morning coffee

  • 10:00 - 12:00
    KIT Campus South | KSRI building

    Interactive Parallel Sessions C

    • (C1) Innovation and new Technologies for Smart Services
    • (C2) Health Care Services - Open discussion on emerging topics

  • 12:15 - 13:00
    KIT Campus South | KSRI building

    Keynote and Discussion:
    (Open) innovation

    Amila Pilav-Velic, Assistant Professor, Department for Management and Information Technologies, University of Sarajevo will talk about the business side of innovation.

  • 13:15 - 13:30
    KIT Campus South | KSRI building

    Workshop Closing

  • 13:30
    KIT Campus South | KSRI building

    Farewell Lunch

Workshop Location

The KSS Research Workshop will take place at KIT Campus South - right in the heart of Karlsruhe.

Coming from Karlsruhe Central Station, there are several tramways available to get to the KSRI:

  • S1/11 - destination Neureut/Hochstetten
  • S4 - destination Bretten Bf/Eppingen Bf
  • S7 - destination Tullastr. VBK
  • S8 - destination Tullastr. VBK
  • Number 2 - destination Wolfartsweiler
  • Number 4 - destination Waldstadt/Jaegerhaus

Exit the tram at Kronenplatz (Fritz-Erler-Str.) while travelling with S7, S8, S4, S1/11 and Number 2 or at Kronenplatz (Kaiserstraße) while travelling with S1/11 or Number 4

Follow the directions to "Kronenplatz/Kaiserstraße" - next to the tram station of the same name our KSRI building (No. 05.20) is located.

The entrance to the conference is next to a small coffee shop (called CoffeeBoxx, Kaiserstraße 93) at the first floor - from there, just follow the orange KSS signs.

Session Guidance

The sessions are organized in three parallel slots:

  • (A1) Value Creation and Business Models for Smart Services
    • Maximizing the Value of Smart Service (Walletzky, Maleshkova, Ge)
    • Turning Data into Value: Towards an Ideation Tool for Key Activities of Data-Driven Business Models (Hunke, Wambsganss)
    • Developing a Business Model Transformation Tool (Fleig, Augenstein)
  • (A2) Health Care Services
    • Towards Self-Adaptive Medical Coaching Agents (Merkle, Zander)
    • Towards a Testing Framework for Location Problems in EMS Logistics (Reuter-Oppermann, Rachuba)
    • Invited topic: User assistance in health care

  • (B1) Data Analytics and Planning for Smart Services
    • Towards Field Agent Dispatching from a System Perspective (Wolff, Voessing)
    • How to Cope With Incomplete Prediction Input? (Hirt)
    • Field Service Planning in Practice: A Qualitative Study (Voessing, Wolff, Reinerth)
    • Towards a Taxonomy of Data Usage in Analytics Services (Wolf)
  • (B2) From Energy to Mobility
    • The EEG-attention cycle and the diffusion of solar energy technologies (Dehler, Henni, Keles, Fichtner)
    • Introducing an energy flexibility indicator and evaluating an industrial energy storage system (Braeuer, MCKenna, Fichtner)
    • A Framework for Electric Mobility Services for a Car Park (Seddig, Jochem, Fichtner)

  • (C1) Innovation and new Technologies for Smart Services
    • Towards Identifying Strategic Innovation Capabilities for Smart Services (Benz, Kienzle, Feldmann)
    • Design Thinking for Industrial Services (Redlich, Poeppelbuss, Lattemann)
    • Collaborative Ontology-Based Semantic Text Annotator (Weller, Maleshkova)
    • Towards the Exploration of Blockchain-driven Business Networks (Seebacher)
  • (C2) Health Care Services - Open discussion on emerging topics
    • Invited topic: Workforce planning in hospitals
    • Invited topic: Appointment planning data - Between desire and reality
    • Invited topic: Capacity requirements for short stay wards at Emergency Departments – Insights from a knowledge transfer project

Previous events & Impressions

For information regarding the previous KSS and KSS Research Workshop, please have a look at our website.