Elicitation and Consolidation of Requirements for Mobile Technical Customer Services Support Systems - A Multi-Method Approach

Presenter Information

Michel Matijacic, University of Hamburg, Hamburg, Germany.Follow
Michael Fellmann, University of Osnabrück, Osnabrück, Germany.Follow
Deniz Özcan, University of Osnabrück, Osnabrück, Germany.Follow
Friedemann Kammler, University of Osnabrück, Osnabrück, Germany.Follow
Markus Nuettgens, University of Hamburg, Hamburg, Germany.Follow
Oliver Thomas, University of Osnabrück, Osnabrück, Germany.Follow

Start Date

12-18-2013

Description

Due to the various tasks in the domain of Technical Customer Services (TCS) service technicians face the problem to deal with several duties at the point of service in a short time. In order to support their daily work an adequate mobile IT-support is needed. Unfortunately, the development of such systems is a complex and complicated task since diverse requirements have to be considered. Until now little research has been done regarding the requirements of mobile TCS support systems. Goal of this contribution is to elicit requirements for such a mobile assistance system. As a first step to fill the gap a multi-method approach has been conducted and a list of 55 requirements has been derived. These consolidated requirements can serve as a blueprint for the specification of mobile TCS support systems.

Recommended Citation

Matijacic, Michel; Fellmann, Michael; Özcan, Deniz; Kammler, Friedemann; Nuettgens, Markus; and Thomas, Oliver, "Elicitation and Consolidation of Requirements for Mobile Technical Customer Services Support Systems - A Multi-Method Approach" (2013). ICIS 2013 Proceedings. 6.
https://aisel.aisnet.org/icis2013/proceedings/ServiceManagement/6