We design analytical models to identify smart service configurations with optimal economic value for both providers and customers. Our approach translates potential value into viable revenue models by carefully balancing customer acceptance with provider risk. As part of the consortial research project BePro-CEND for example, we collaborate with Berhalter AG, Bühler AG, maxon international ltd, and SSM AG to optimize the value creation of by circular services.

• Entwicklung des Abfallwirtschafts-Ökosystems mit Hilfe eines intelligenten, vernetzten Produkt-Service-Systems (PSS)
• Meierhofer, Jürg; Pascher, Nikola; Wulf, Jochen, 2024. The value of solving pains
• Meierhofer, Jürg; Heitz, Christoph, 2023. On the value of data in industrial services: How to optimize value creation by reconfiguration of operant resources

We leverage foundation models to automate technical services and operational support in the technology sector, designing and testing prototypes that enhance efficiency, reduce operational costs, and improve service availability. In the project Large Language Models as a Service in Marketing, for example, we automated content adaptation workflows at a marketing services provider.

• Wulf, Jochen; Meierhofer, Jürg, 2024. Exploring the potential of large language models for automation in technical customer service
• Wulf, Jochen; Meierhofer, Jürg. 2025. The Impact of Large Language Models on Task Automation in Manufacturing Services
• Wulf, Jochen; Meierhofer, Jürg, 2024. Wie LLMs die Automatisierung im Kundendienst fördern

Building on our analytical frameworks for value creation and revenue generation in smart services, we extend our research to evaluate their broader environmental and societal implications. Our approach integrates economic modeling with sustainability assessment to identify service configurations that deliver multidimensional value. In the IoT Sustainability Lab (Interreg ABH), for example, we design and evaluate smart service patterns in industrial equipment settings, aiming to achieve synergistic outcomes across economic, environmental, and social dimensions. 

• Sustainable Mobility Lab (Interreg ABH)
• Meierhofer, J., Wulf, J., Gallina, V., Gal, B., & Eisl, S. (2024). Optimising data driven value creation in industrial services incorporating circularity.
• Weisskopf, S., Meierhofer, J., & Sordini, F. V. (2024). Quantitative Models for Sustainable Smart Services in the Building Industry

We develop conceptual frameworks and methodological approaches that facilitate value co-creation among business entities through the structured, controlled, and purpose-driven exchange and utilization of data. Within the scope of the Data Sharing Framework project, we introduce analytical techniques to quantitatively assess the value potential inherent in inter-organizational data sharing.
 

• Benedech, R. A., Vogt, H., Meierhofer, J., Kugler, P., Strittmatter, M., Dobler, M., Meyer, J., & Treiterer, M. (2023). Data Sharing Framework für KMU
• Meierhofer, J., Kugler, P., Vogt, H., Dobler, M., Benedech, R., Strittmatter, M., & Treiterer, M. (2022). Improving Service Value Creation for Manufacturing SMEs by Overcoming Data Sharing Hurdles in Ecosystems

In custom sheet metal manufacturing, job shop scheduling is complex and reactive, as each job is custom and requests a short due date. Our project shows how adaptive planning algorithms, which dynamically optimize job sequences, can transform this challenge into a competitive edge: we quickly provide accurate due dates for a swift customer response, and respond instantly to disruptions like new orders or machine breakdowns. The impact: 5–10% shorter lead times, ~10% more completed orders, and greater reliability and efficiency—boosting both performance and employee satisfaction.

• Adaptive Production Planning Systems for Fast Decision Support
• Gröflin, Heinz; Klinkert, Andreas, 2009. A new neighborhood and tabu search for the blocking job shop. Discrete Applied Mathematics. 157(17), S. 3643-3655.
• Gröflin, Heinz; Klinkert, Andreas; Pham Dinh, Nguyen, 2008. Feasible Job Insertions in the Multi-Processor-Task Job Shop. European Journal of Operational Research. 185(3), S. 1308-1318.
• Gröflin, Heinz; Klinkert, Andreas, 2007. Feasible insertions in job shop scheduling, short cycles and stable sets. European Journal of Operational Research. 177(2), S. 763-785.

Effective operations are designed to support people—not the other way around: Facility layouts enhance experience and safety, while thoughtful rostering and scheduling ensures employees are empowered to perform at their best. When people are supported by the right processes, productivity and satisfaction thrive.

• Schmid, Daniel; Herrmann, Thomas, 2024. Human-zentrierte und resilienzfördernde Digitalisierung. ZHAW Industrie 4.0 Blog
• Optimierung von Personaleinsätzen in der Pflege
• De Martinis, Valerio; Huber, Marius; Herrmann, Thomas; Wüst, Reimond Matthias, 2023. Diskriminierungsfreie Ansätze für die Tourenplanung des Lokpersonals. ETR – Eisenbahntechnische Rundschau. 2023(4), S. 2-7
• Sedding, Helmut A., 2024. Mixed-model moving assembly line material placement optimization for a shorter time-dependent worker walking time. Journal of Scheduling. 27(3), S. 257-275
• Sedding, Helmut A., 2020. Line side placement for shorter assembly line worker paths. IISE Transactions. 52(2), S. 181-198

Optimizing Airport Staff: Our Auto-Rostering Project with Swissport International AG shows how our automated staff scheduling algorithms enhance airport operations by enabling efficient, fair, and adaptable shift plans. By balancing operational demands, contracts, and employee preferences, the system delivers faster planning, better rosters, reduced effort, and significant cost savings—showcasing the power of technology in managing complex workforce needs.

• Automated Airport Staff Scheduling
• Fusek, Peter, 2023. Airport ground staff scheduling : making impact with a high-performance business application based on integer programming. In: Gurobi Live! The Decision Intelligence Summit, Barcelona, Spain, 18-19 October 2023.
• Fusek, Peter; Klinkert, Andreas, 2019. Airport ground staff scheduling: a real-world business application. In: 30th European Conference on Operational Research, Dublin, Ireland, 23-26 June 2019
• Züger, Armin; Klinkert, Andreas, 2010. Am Montag möchte ich nicht arbeiten : Personaleinsatzplanung. Impact. (11), S. 36-37

Responsible Operations integrates ethical, environmental, and social considerations into core business practices. This allows to reduce waste, optimize resource use, and support sustainability by aligning operational decisions with long-term value creation while minimizing negative externalities.

• Energy Optimization for Vessel Operations
• Optimization of Maintenance Scheduling for Hydroelectric Power Plants
• Ethical aspects of computational modelling in science, decision support and communication. Communications in Computer and Information Science; 1722. (by Klinkert, Andreas et al)

Modern operations achieve lasting efficiency by combining Lean principles with digital technologies. Lean streamlines processes by eliminating waste, while digital tools—like advanced analytics and AI-powered resource planning—enhance visibility and enable optimal decisions. Together, they accelerate improvements, boost agility, and create resilient, high-performing operations.