The project encompassed the following work packages:
As one of the project partner, the Degree Programmes in IT & Business Informatics at CAMPUS 02 University of Applied Sciences focussed on the development of efficiency measurement systems. The fundamental goal of this work package was to develop support tools to improve the competitiveness of small and mid-sized businesses (SMB). To achieve this goal, the following 3 activities were performed:
The first activity encompassed the identification and transfer of best practice examples of intelligent solutions. In the course of this activity, the companies were identified that had already implemented smart products, services or production processes in the project region Sl-AT. The results of this activity were summed up in a handbook to serve as guidelines for improvement for businesses.
The second activity focussed on the development of an interactive service quality management tool. For this purpose, the concept of the Performance Journey Map (PJM), which represents the output of previous research activities, was digitised and designed for use by SMBs. As an interactive tool, the digital PJM enables service processes to be captured and evaluated on the basis of indicators. These processes can be continuously improved through the monitoring of target achievement indicators allocated to the business dimensions.
In the course of the third activity, a tool for the evaluation of services from a customer’s perspective was developed. The developed Web SEPP Tool serves to support SMBs with pricing. The aim is to make the implementation of a value-based approach to companies’ pricing easier. Customers can use the tool to rate companies’ services, such as their customer support. Companies can register for the tool to find out how satisfied their customers are with their services and how much value they have from a customer’s perspective.
Efficiency Measurement System work package results:
Smart Production: Handbook Best Practice Examples: Download (German)
Manual PJM Tool (German):
Manual Web SEPP Application (German):
General project informationen can be found here: