Industrial field service network performance measurement Performance dimensions and indicators for service providers

Author

Finke, Gandolf R. ; Hertz, Philipp ; Schönsleben, Paul

Author_Institution

Dept. of Manage., ETH Zurich, Zurich, Switzerland

fYear

2012

fDate

2-4 July 2012

Firstpage

499

Lastpage

504

Abstract

The manufacturing industry as a whole is continuing to shift towards a more service-based business model. Therefore, the complex task of planning industrial field service networks poses a crucial challenge for companies in this field. A structured approach is required to assess the performance of service networks and to compare planning alternatives. This paper introduces a performance measurement system that determines the performance dimensions for industrial field service performance measurement. The work is based on several case studies with industrial companies. Implications for risk management are also discussed.

Keywords

manufacturing industries; organisational aspects; planning; risk management; service industries; industrial company; industrial field service network performance measurement; manufacturing industry; performance dimension; performance measurement system; planning alternatives; risk management; service provider; service-based business model; Companies; Customer satisfaction; Decision making; Manufacturing; Measurement; Planning; Industrial Field Services; Performance Measurement; Service Network Planning; Service Risk;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Systems and Service Management (ICSSSM), 2012 9th International Conference on

Conference_Location

Shanghai

Print_ISBN

978-1-4577-2024-6

Type

conf

DOI

10.1109/ICSSSM.2012.6252287

Filename

6252287