t.BA.DS.DPS-EN.20HS (Data Products and Services) 
Module: Data Products and Services
This information was generated on: 02 October 2022
Data Products and Services
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Version: 3.0 start 01 August 2021

Short description

The DPS module covers the basics of process management and business operations in relation to service management and the documentation and communication of services.

Module coordinator

Meierhofer, Jürg (meeo)

Learning objectives (competencies)

Objectives Competences Taxonomy levels
Fundamentals of operating processes F K3
Fundamentals of service processes F K3
Fundamentals of quantitative methods of service process management F K2
Analysis and evaluation of processes F K4
Simulation of processes M K1

Module contents

Fundamentals of operating processes
  • Process notation
  • EPK (Ereignisgesteuerte Prozesskette), BPMN ("business process management notation")
  • Process Simulation
Fundamentals of quantitative methods of service process management
  • Arrival and service processes, capacity vs. demand
  • Queueing models, impact of process variability
  • Calculation of throughput times
  • Resource management in service processes
  • Service performance and productivity 
  • Service process KPIs (Key Performance Indicators)
Fundamentals of service processes 
  • Specific characteristics of service processes
  • Duality of stock vs. waiting time
  • Customer journey

Quality management in service operations 
  • Operational management of service KPIs (Key Performance Indicators)
  • Service quality and the role of perceptions
  • Continuous improvement in services 
  • Benchmarking with process data, process mining
Data-based service management
  • Data-based services, examples
  • Business-oriented analytics tasks
  • CRISP DM (data mining) cycle
  • Confusion matrix

Teaching materials


Supplementary literature

  • Gadatsch, A. (2013). Grundkurs Geschäftsprozess-Management: Methoden und Werkzeuge für die IT-Praxis: Eine Einführung für Studenten und Praktiker (7th ed.). Vieweg+Teubner Verlag. https://doi.org/10.1007/978-3-8348-2428-8
  • Leimeister, J. M. (2020). Dienstleistungsengineering und -management: Data-driven Service Innovation (2nd ed.). Gabler Verlag. https://doi.org/10.1007/978-3-662-59858-0
  • Siegel, E. (2013). Predictive Analytics: The Power to Predict Who Will Click, Buy, Lie, or Die. John Wiley & Sons.



Teaching language

( ) German (X) English

Part of International Profile

( ) Yes (X) No

Module structure

Type 2a
  For more details please click on this link: T_CL_Modulauspraegungen_SM2025


Description Type Form Scope Grade Weighting
Graded assignments during teaching semester Exercises written 2 lessions points 20%
End-of-semester exam Exam written 90 Min. Grades 80%



Legal basis

The module description is part of the legal basis in addition to the general academic regulations. It is binding. During the first week of the semester a written and communicated supplement can specify the module description in more detail.


Course: Data Products and Services - Vorlesung
Data Products and Services - Vorlesung


  • No module description is available in the system for the cut-off date of 02 August 2099.