Hansjörg Fromm

Prof. Dr. Hansjörg Fromm

  • Kaiserstraße 89

    Building 05.20

    76133 Karlsruhe

Curriculum Vitae

Prof. Dr. Hansjörg Fromm obtained a Diploma in Computer Science at the University of Erlangen-Nuremberg. In 1982 he was awarded a Doctor's degree for his research in the field of modeling and performance analysis of computer systems. After a research stay at IBM Thomas Watson Research Center, Yorktown Heights, New York he joined IBM Germany in 1983, where he held different positions in the sectors software development and productions research.

In the mid-1990s Hansjörg Fromm forged the business area Supply Chain Management within IBM Global Business Services. 2006 he was appointed European Head of the IBM Centers for Business Optimization (CBO) where innovative solutions based on mathematic methods and optimization procedures are developed and implemented on an industrial scale.

Hansjörg Fromm has been lecturer at the University of Nuremberg-Erlangen and holding lecturers on modeling of Supply Chain Management, e-logistics and e-marketplaces since 1985. In 1993 he was appointed honorary professor and elected member of the IBM Academy of Technology (an international circle of about 200 IBM scientists) and appointed IBM Distinguished Engineer.

From July 2011 until July 2014 Prof. Fromm was director of KSRI and head of the research group Service Innovation and Management succeeding Prof. Dr. Gerhard Satzger. After his retirement Hansjörg Fromm remains dedicated to KSRI as an honarary professor.

His research interests are:

  • Service Innovation and Transformation
  • eServices, Peoples Services, Industrial Services
  • Service Quality and Productivity, Service modeling, Service Level Engineering
  • Service Analytics, Customer Analytics, Customer Intimacy


Due to the interdisciplinary activities of KSRI researchers publication lists also contain publications that have not explicitly been developed in the course of their activities at KSRI.


Conference Papers
Predicting the Outcome of a Debt Collection Process Using Bayesian Networks
Köhler, B.; Fromm, H.
2022. Proceedings of the 55th Hawaii International Conference on System Sciences, Ed.: T. X. Bui, 1739–1748, IEEE Computer Society
Conference Papers
A Maturity Model for Digital Twin Implementations in the Commercial Aerospace OEM Industry
Medina, F. G.; Umpierrez, A. W.; Martinez, V.; Fromm, H.
2021. 2021 10th International Conference on Industrial Technology and Management (ICITM) : 10th International Conference on Industrial Technology and Management, ICITM 2021, Online, 26 March 2021 - 28 March 2021, 149–156, Institute of Electrical and Electronics Engineers (IEEE). doi:10.1109/ICITM52822.2021.00034
Journal Articles
Does free-floating carsharing reduce private vehicle ownership? The case of SHARE NOW in European cities
Jochem, P.; Frankenhauser, D.; Ewald, L.; Ensslen, A.; Fromm, H.
2020. Transportation research / A, 141, 373–395. doi:10.1016/j.tra.2020.09.016
Conference Papers
Towards predictive part quality and predictive maintenance in industrial machining - A data-driven approach
Rudolph, L.; Schoch, J.; Fromm, H.
2020. Proceedings of the 53rd Hawaii International Conference on System Sciences (HICSS 2020), 1580–1588. doi:10.24251/HICSS.2020.194
Book Chapters
Service Analytics: Putting the “Smart” in Smart Services
Kühl, N.; Fromm, H.; Schöffer, J.; Satzger, G.
2020. Smart Service Management : Design Guidelines and Best Practices. Ed.: M. Maleshkova; N. Kühl, Axel Springer SE. doi:10.1007/978-3-030-58182-4
Conference Papers
A closer look on the difficulties to determine the quality of software requirements
Kummler, P.; Fromm, H.
2019. 2019 Workshops of the Software Engineering Conference, SEW 2019; Stuttgart; Germany; 18 February 2019 through 22 February 2019. Ed.: M. Konersmann, 53–60, RWTH Aachen
Book Chapters
Using Employees’ Collective Intelligence for Service Innovation: Theory and Instruments
Feldmann, N.; Fromm, H.; Satzger, G.; Schüritz, R.
2019. Handbook of Service Science, Volume II. Ed.: P. Maglio, 249–284, Springer International Publishing. doi:10.1007/978-3-319-98512-1_12
Journal Articles
Conference Papers
How good are my requirements?: A new perspective on the quality measurement of textual requirements
Kummler, P. S.; Vernisse, L.; Fromm, H.
2018. 11th International Conference on the Quality of Information and Communications Technology, QUATIC 2018; University of CoimbraCoimbra; Portugal; 4 September 2018 through 7 September 2018, 156–159, Institute of Electrical and Electronics Engineers (IEEE). doi:10.1109/QUATIC.2018.00031
A Similarity-Based Approach for the All-Time Demand Prediction of New Automotive Spare Parts
Steuer, D.; Hutterer, V.; Korevaar, P.; Fromm, H.
2018. Proceedings of the 51st Hawaii International Conference on System Sciences (HICSS-51), Waikoloa Village, Hawaii, US, 3rd - 6th January 2018, Curran. doi:10.24251/HICSS.2018.191
Towards a Technician Marketplace using Capacity-Based Pricing
Wolff, C.; Vössing, M.; Schmitz, B.; Fromm, H.
2018. Hawaii International Conference on System Sciences (HICSS-51), Waikoloa Village, Hawaii, United States, 3rd - 6th January 2018
Journal Articles
Retained Organizations in IT Outsourcing: Linking Organization Design to Outsourcing Management Problems
Goldberg, M.; Kieninger, A.; Satzger, G.; Fromm, H.
2017. Business & information systems engineering, 59 (2), 111–124. doi:10.1007/s12599-016-0449-x
Conference Papers
Mining Industrial Logs for System Level Insights
Czora, S.; Dix, M.; Fromm, H.; Klöpper, B.; Schmitz, B.
2017. Datenbanksysteme für Business, Technologie und Web (BTW 2017), 17. Fachtagung des GI-Fachbereichs „Datenbanken und Informationssysteme“ (DBIS), Stuttgart, Deutschland, 6. - 10. März 2017. Hrsg.: B. Mitschang, 57–64, Gesellschaft für Informatik (GI)
Journal Articles
Industrial Services as a Research Discipline
Gitzel, R.; Schmitz, B.; Fromm, H.; Isaksson, A.; Setzer, T.
2016. Enterprise modelling and information systems architectures, 11 (4), 1–22. doi:10.18417/emisa.11.4
Conference Papers
Deriving System Level Insights from Mining Industrial Log Data
Schmitz, B.; Fromm, H.; Czora, S.; Dix, M.; Klöpper, B.
2016. Proceedings of the 1st Smart Data Innovation Conference, Karlsruhe, Germany, 12th - 13th October 2016, 42–44
Retained Organizations in IT Outsourcing: Adapting IT Service Management for Successful Multi-sourcing Service Integration
Goldberg, M.; Satzger, G.; Fromm, H.
2016. Proceedings of the 24th European Conference of Information Systems, ECIS 2016, June 12-15, 2016, Istanbul, Turkey
Adapting it service management for successful multi-sourcing service integration
Goldberg, M.; Satzger, G.; Fromm, H.
2016. 24th European Conference on Information Systems, ECIS 2016; Bogazici UniversityIstanbul; Turkey; 12 June 2016 through 15 June 2016., Association for Information Systems (AIS)
Introduction to the service analytics minitrack (Editorial)
Fromm, H.; Satzger, G.; Setzer, T.
2016. Proceedings of the 49th Annual Hawaii International Conference on System Sciences (HICSS-49), Kauai, Hawaii, January 5-8, 2016. Ed.: T.X. Bui, 1556, IEEE Computer Society. doi:10.1109/HICSS.2016.196
Conference Papers
On the Necessity and Nature of E-Mobility Services : Towards a Service Description Framework
Stryja, C.; Fromm, H.; Ried, S.; Jochem, P.; Fichtner, W.
2015. Exploring Services Science, IESS 2015, 6th International Conference, Porto, Portugal, 4th - 6th February 2015 Proceedings. Ed.: H. Nóvoa, 109–122, Springer. doi:10.1007/978-3-319-14980-6_9
An Information System for Sales Team Assignments Utilizing Predictive and Prescriptive Analytics
Kunze von Bischhoffshausen, J.; Paatsch, M.; Reuter, M.; Satzger, G.; Fromm, H.
2015. 17th IEEE Conference on Business Informatics (CBI), 13th - 16th July, 2015, Lisbon, Portugal. Vol. 1, 68–76, Institute of Electrical and Electronics Engineers (IEEE). doi:10.1109/CBI.2015.38
What is "Industrial Service"? A Discussion Paper
Schmitz, B.; Gitzel, R.; Fromm, H.; Setzer, T.; Isaksson, A.
2015. Proceedings of the First Karlsruhe Service Summit Workshop - Advances in Service Research, Karlsruhe, Germany, February 2015. Ed.: R. Görlitz, 113–122, KIT Scientific Publishing
Book Chapters
Produktivität und Kundeneinbindung: Analyse der Auswirkungen des Kundenbeitrags für die Dienstleistungsentwicklung
Kohler, M.; Hottum, P.; Fromm, H.; Satzger, G.
2015. Phasenübergreifendes Service Life Cycle Management zur Steigerung der Dienstleistungsproduktivität. Messung, Bewertung und Steigerung - konzeptionelle und praxisbezogene Ansätze. Hrsg.: W. Ganz, 66–90, Fraunhofer Verlag
Journal Articles
Service Innovation Analytics: Leveraging Existing Unstructured Data to Assess Service Innovation Capability
Kohler, M.; Feldmann, N.; Kimbrough, S. O.; Fromm, H.
2014. International journal of information system modeling and design, 5 (2), 1–21
Conference Papers
Towards the Consideration of Performance Risks for the Design of Service Offers
Schmitz, B.; Kieninger, A.; Satzger, G.; Fromm, H.
2014. Exploring Services Science - 5th International Conference (IESS’14), Geneva, Schweiz, February 5-7, 2014. Ed.: M. Snene, 108–123, Springer-Verlag. doi:10.1007/978-3-319-04810-9_9
Transition and Delivery Challenges of Retained Organizations in IT Outsourcing
Goldberg, M.; Kieninger, A.; Satzger, G.; Fromm, H.
2014. Exploring Services Science - 5th International Conference (IESS’14), Geneva, Schweiz, February 5-7, 2014. Ed.: M. Snene, 56–71, Springer-Verlag. doi:10.1007/978-3-319-04810-9_5
Organizational Models for the Multi-sourcing Service Integration and Management Function
Goldberg, M.; Kieninger, A.; Fromm, H.
2014. IEEE 16th Conference on Business Informatics (CBI’14), Geneva, Schweiz, July 14-17, 2014, 101–107, Institute of Electrical and Electronics Engineers (IEEE). doi:10.1109/CBI.2014.43
Service networks in the area of E-mobility
Stryja, C.; Hottum, P.; Fromm, H.
2014. Advances in The Human Side of Service Engineering - 5th International Conference on Applied Human Factors and Ergonomics (AHFE’14), Krakow, Poland, July 19-23, 2014. Ed.: L. Freund, 186–198, AHFE
Book Chapters
Big Data : Technologies and Potential
Fromm, H.; Bloehdorn, S.
2014. Enterprise-Integration : Auf dem Weg zum kollaborativen Unternehmen. Ed.: G. Schuh, 107–124, Vieweg Verlag. doi:10.1007/978-3-642-41891-4_9
Conference Papers
Service Innovation Analytics: Towards an Approach for Validating Frameworks for Service Innovation Capabilities via Text Mining
Feldmann, N.; Kohler, M.; Kimbrough, S. O.; Fromm, H.
2013. Exploring Services Science : 4th International Conference, IESS 2013, Porto, Portugal, February 7-8, 2013. Proceedings. Ed.: J. F. e Cunha ..., 73–85, Springer-Verlag. doi:10.1007/978-3-642-36356-6_6
Simulation-based Quantification of Business Impacts Caused by Service Incidents
Kieninger, A.; Berghoff, F.; Fromm, H.; Satzger, G.
2013. Exploring Services Science : 4th International Conference, IESS 2013, Porto, Portugal, February 7-8, 2013. Proceedings. Ed.: J. F. e Cunha ..., 170–185, Springer-Verlag. doi:10.1007/978-3-642-36356-6_13
Assessing service innovation capabilities - an empirically grounded approach
Stryja, C.; Kohler, M.; Fromm, H.
2013. 6th Annual Conference of the Academy of Innovation and Entrepreneurship (AIE 2013) : Innovation and Entrepreneurship for Inclusive and Sustainable Development, Oxford, United Kingdom, 29-30 August 2013, Conference Proceedings
Challenges of Retained Organizations in IT Outsourcing - An Explorative Study
Goldberg, M.; Kieninger, A.; Fromm, H.
2013. 22nd Annual Frontiers in Service Conference, Taipeh, Taiwan, July 4-7 2013
Conference Papers
Open Innovation in Service Firms : An Exploratory Study on Implementation and Potentials for Development
Kohler, M.; Neus, A.; Fromm, H.
2012. Proceedings of the 5th Annual Conference of the Academy of Innovation and Entrepreneurship, AIE 2012, Macau, China, 8th - 10th June 2012
Productivity Measurement in Complex Service Systems - A White Paper on (lm-)Possibilities
Fromm, H.; Hottum, P.
2012. The Future of Services in a Connected World. Fifth annual EurOMA Service Operations Management Forum, 19.-20. September 2012, Cambridge, UK
Book Chapters
Service Analytics - Leveraging Data Across Enterprise Boundaries for Competitive Advantage
Fromm, H.; Habryn, F.; Satzger, G.
2012. Globalization of Professional Services: Innovative Strategies, Successful Processes, Inspired Talent Management, and First-Hand Experiences. Ed.: U. Bäumer, 139–149, Springer-Verlag. doi:10.1007/978-3-642-29181-4_13
Book Chapters
Supply Chain Management
Fromm, H.
2006. Praxishandbuch innovative Beschaffung : Wegweiser für den strategischen und operativen Einkauf. Hrsg.: U. Arnold, Wiley-VCH Verlag
Kennzahlen für Spitzenleistungen in Produktion und Logistik
Fromm, H.
2006. Unternehmer beraten Unternehmen : So machen die besten Companys Ihr Unternehmen fit. Hrsg.: J. Knoblauch, 101–118, Gabal
Journal Articles
Versuche zum Nachweis einer erfolgten Bestrahlung von Kartoffeln. II. Bestimmung der Chlorogensaeure
Penner, H.; Fromm, H.
1972. Zeitschrift für Lebensmitteluntersuchung und Forschung, 150, 84–87