Service and Human Resources Management Systems

Ensuring long-term high quality of services and work

Our interdisciplinary teams craft real-world, long-term solutions to problems in the realm of services and HR management. As a pioneer of service research, Fraunhofer IAO can help develop, test and design services using its innovative ServLab, the only platform of its kind in the world. We research innovative concepts and methods for the field of skills management. In doing so, we consider every level of skills development in practice.

The Management of Services and HR research unit at Fraunhofer IAO is one of the most important consultancies for services in all of Germany. Companies benefit from our specialists’ expertise and extensive practical services. In this context, we combine innovative research approaches with methods that have stood the test of time. Doing so helps us ensure the long-term viability and acceptance of specific measures for reorganization and training.

The Management of Services and HR research unit is specialized as follows:

  • Business innovation services
    (design of complex service systems and corresponding business models, testing the quality of smart services, optimization of service processes)
  • Engineering services
    (design thinking, agile development and testing of services, business models for new services, service platforms)
  • Skills management
    (strategy-oriented management of skills, skill forecasts, strategies for skill development, digital applications for learning and collaboration)

Projects Selection

AQUIAS – Inclusion through robotics

In the AQUIAS project, an Industrie 4.0 scenario is being developed for human-robot collaboration for the severely handicapped. The aim is to shape how working processes and workplaces are organized.  

Clean water for India

Developing and implementing a certificate course on water management for the Indian market: The objective of the BIBS project is to improve the water supply in the Indian region of Pune. An important starting point here is the staff training level. Often, it’s not the technologies that are lacking, but rather the know-how to keep equipment operational and utilize it efficiently. 


The aim of SmartAIwork is to identify the opportunities and risks arising from the use of AI-supported clerical processes in the German workplace. For this purpose, it has also established an expert panel and is developing a digital toolbox containing practical items such as case studies and checklists. Following completion of the project, training measures will be drawn up to help disseminate the project findings in political and business spheres. 

Innovative services in the assistive and preventive healthcare markets

The INDiGeR research project – Innovative Netzwerke für Dienstleistungen und Gesundheit in Regionen von morgen – aims to develop new solutions for the provision of networked services in the healthcare sector. It focuses on four essential questions: What are the basic design parameters of a robust service network? How are services developed? 

The Service and Human Resources Management Research Unit is organized in the following teams:


Competence Management

The Competence Management team’s research pursuits and implementation projects extend to all levels of skill development.


Service Business Innovation

This team concentrates on the customer-oriented design of complex services and corresponding business models.


Service Engineering

The Engineering Services team develops new services and service systems for today’s digitalization.


Business Education und Innovation