TY - GEN A1 - Worlitz, Jane A1 - Vu, Duy Linh A1 - Hettling, Laura A1 - Woll, Ralf T1 - Perceived Waiting Time and Waiting Satisfaction: a Systematic Literature Review T2 - Proceedings, 22st QMOD-ICQSS Conference in Krakau, 2019 N2 - Purpose: The waiting time of the customer has an impact on the quality evaluation of services. Therefore, strategies to reduce waiting time are required. In addition to strategies to reduce actual waiting time, strategies to reduce the perceived waiting time are investigated. Several factors influencing perceived waiting time and waiting satisfaction of customers. The purpose of the following research is to capture the current state of perceived waiting time and waiting satisfaction through a systematic literature review. Design/methodology/approach: Among other, the paper will answer the following questions. “In which industries are perceived waiting time and waiting satisfaction particularly frequently investigated?” “How does the interest of the topic change over time?” “Which factors influence perceived waiting time and customer waiting satisfaction?” The work presented in this paper is based on a systematic literature review of 152 empirical studies that were published on perceived waiting time and waiting satisfaction in academic databases from 1984 to 2018. Findings: Pre-process waiting is the waiting period before the service is provided. Pre-process waiting is considered in a large number of studies. The majority of the studies relate to the health sector. Mostly surveys were based on questionnaires. 121 different characteristics of factors were identified in the studies. Originality/Value of paper: Research results on the topic of perceived waiting time and waiting satisfaction were structured and presented thematically, by a systematic literature analysis. This provides the basis for further developments in the subject area. The results enable new ways to apply strategies to reducing perceived waiting time and increasing waiting satisfaction. KW - acceptable waiting time; customer satisfaction; positive waiting; service quality; waiting satisfaction; waiting time Y1 - 2019 UR - https://www.researchgate.net/publication/338336943_Perceived_Waiting_Time_and_Waiting_Satisfaction_a_Systematic_Literature_Review ER - TY - CHAP A1 - Rich, Beatrice Monique A1 - Kretschmer, Daniel A1 - Goldmann, Christine A1 - Hettling, Laura A1 - Brandt, Andreas A1 - Woll, Ralf T1 - Praxis-Oriented Teaching of Project Management Skills for STEM Students in Higher Education T2 - 2018 International Conference on Teaching, Assessment, and Learning for Engineering (TALE), 4-7 December 2018, Wollongong, NSW, Australia N2 - Nowadays more people work in small teams and projects than in the past. If the students enter the world of work after graduation, they should not only have specialist knowledge. They should know how to plan and implement projects and how to work in teams in a goal-oriented manner. The developed teaching and learning concept combines practice-oriented knowledge transfer by using digital elements. Through the methods game-based-learning, project-based-learning and role-playing the module was didactically prepared according to the requirements. Due to the interdisciplinary orientation, the module is very suitable for STEM (Science, Technology, Engineering, Math) students with ISCED (International Standard Classification of Education) level 6 or 7. The teaching concept was developed at the Brandenburg University of Technology and has been enthusiastically accepted by students for several years. KW - Project Management KW - Seminars KW - Quality Management KW - Planning KW - Tools KW - STEM Y1 - 2018 UR - https://ieeexplore.ieee.org/document/8615345 SN - 978-1-5386-6522-0 U6 - https://doi.org/10.1109/TALE.2018.8615345 SP - 829 EP - 834 PB - IEEE CY - Piscataway, NJ ER - TY - CHAP A1 - Worlitz, Jane A1 - Branke, Marcus A1 - Troike, Marie A1 - Hettling, Laura A1 - Woll, Ralf T1 - The Contribution of Learning, Teaching and Assessment Activities to the Development of 21st Century STEM Competencies T2 - 2018 International Conference on Teaching, Assessment, and Learning for Engineering (TALE), 4-7 December 2018, Wollongong, NSW, Australia N2 - The aim of this research is to identify how learning, teaching and assessment activities promote the acquisition of Science, Technology, Engineering and Mathematics (STEM) competencies. Students of a statistical course were asked to evaluate the contribution of various learning, teaching and assessment activities to STEM relevant work activities. The course activities lecture, flipped classroom, project work, experiments, laboratory exercises and assessments are suitable to prepare for selected work activities. A mix of activities should be used. KW - STEM competencies KW - flipped classroom KW - project-based learning KW - video tutorials KW - eLearning KW - learning environment Y1 - 2018 UR - https://ieeexplore.ieee.org/document/8615320 SN - 978-1-5386-6522-0 U6 - https://doi.org/10.1109/TALE.2018.8615320 SP - 316 EP - 321 PB - IEEE CY - Piscataway, NJ ER - TY - CHAP A1 - Branke, Marcus A1 - Stein, Dylana A1 - Rich, Beatrice Monique A1 - Worlitz, Jane A1 - Hettling, Laura A1 - Woll, Ralf T1 - Development of the Interests in Projects Between Regional Companies and Students in Quality Management T2 - Proceedings, 21st QMOD-ICQSS Conference in Cardiff, 2018 N2 - Purpose The aim of the paper is to examine what type of improvement projects the companies in the region favor and how this focus has shifted in recent years. For this purpose, students' semester projects are analyzed in cooperation with the companies in the area of quality management. Derived from the projects and developments in the region will be made predictions to which future improvement projects companies will provide to students. In addition points are to be identified on which the students have to be specially prepared. Methodology Based on these data investigated whether the interest of companies in improvement projects has changed in the last 10 years. For this, the data are processed and grouped to see possible developments. Subsequently, the results will be compared with past and predicted regional development in the federal state of Brandenburg. From this it is estimated which future priorities could arise in the companies and on which situations the students have to be prepared. Findings The analysis shows that the projects are strongly geared on the success factors for companies, which are published in the media. It can be seen that companies want to implement the published success factors in the next 3 to 5 years. The companies are preparing for the future developments as an example increasing digitalization. Therefore, students must be able to respond to the challenges of digitalization strategies in the area of quality management. Research Limitation The results are limited to small and medium-sized enterprises considering the implementation of the improvement projects with the Six Sigma method. The results are specific to the economic context of the region and cannot be transferred globally. Value of paper The study shows that companies' focus on improvement projects has remained nearly the same over the last 10 years. This is justified by the fact that the companies investigated are active in the SME sector and often do not have the capacity for comprehensive quality management. Partly the quality management system is still under construction. The technical expertise still be developed there or a simple method for the SME sector should be created to improve their throughput. KW - Development in quality management KW - Focus of improvement projects in companies KW - Improvement process KW - Regional companies KW - SME KW - Cooperation between companies and students KW - Student training in quality management Y1 - 2018 UR - https://www.researchgate.net/publication/330449845_Development_of_the_interests_in_projects_between_regional_companies_and_students_in_quality_management ER -