Abstract
Nowadays service sector is becoming more and more relevant in building successful collaborative economies. In this environment Virtual Enterprises (VEs) are forcing a change in the way traditional manufacturing systems are managed. Therefore measuring service performances plays an important role in turning company strategic goals into reality. Performance Indicators (PIs) consist in a supporting tool to assess service efficiency and effectiveness. Consequently, determining the most significant activities which need to be controlled and measured through proper PIs becomes essential. Within this paper, a PI Toolset is going to be presented and tested through industrial use case. The PI Toolset has been developed to support VEs in selecting significant activities, to manage governance processes and to support the design and implementation of specific PIs related to the precise use case objectives. Finally, a lesson learnt approach has been adopted so to stress strengths and weaknesses of both proposed methodology and tools.
Chapter PDF
References
Heydari, M., Taisch, C., Carosi, A.: Service performance monitoring and control Toolset. In: The 6th CIRP Conference on Industrial Product-Service Systems, Windsor, Canada (2014)
Camarinha-Matos, et al: Collaborative networked organizations, Concepts and practice in manufacturing enterprises. Computers Industrial Engineeringn 57 (2008, 2009)
Afsarmanesh, H., Camarinha-Matos, L.: A framework for management of VO breeding environment in Collaborative networks and their breeding environments. Springer (2005)
European Collaborative Networked Organizations Leadership IST IP506958 project (2007)
Ducq, Y., Vallespir, B.: Definition and aggregation of a performance measurement system in three Aeronautical workshops using the ECOGRAI Method. Production Planning and Control 16(2), 163–177 (2005)
Martinez, M.T., Fouletier, P., Park, K.H., Favrel, J.: Virtual enterprise organisation, evolution and control. Int. J. Production Economics 74, 225–238 (2001)
Thoben, K.D.: Extended Products: Evolving Traditional Product concepts. In: Engineering the Knowledge Economy through Co-operation, Bremen, pp. 429–439 (2001)
Neely, A., Adams, C., Kennerley, M.: The Performance Prism: The Scorecard for Measuring and Managing Business Success. Pearson Education, Harlow (2002)
Dignum, V., Dignum, F.: Towards an agent-based infrastructure to support VOs, Collaborative Business Ecosystems and VEs. Kluwer Academic Publishers, Boston (2002)
Camarinha-Matos, L., Afsarmanesh, H.: Elements of a base VE infrastructure ‖. Computers in Industry 5, 139–163 (2003)
Sveiby, K.: Methods for Measuring Intangible Assets. Sveiby Knowledge Associates (2007)
Ducq, Y., Chen, D., Doumeingts, G.: A contribution of system theory to sustainable enterprise interoperability science base. Computers in Industry 63, 844–857 (2012)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2014 IFIP International Federation for Information Processing
About this paper
Cite this paper
Carosi, A., Heydari, M., Zanetti, C., Taisch, M., Ducq, Y. (2014). Service Performance Assessment: A PI Toolset Methodology for VEs. In: Grabot, B., Vallespir, B., Gomes, S., Bouras, A., Kiritsis, D. (eds) Advances in Production Management Systems. Innovative and Knowledge-Based Production Management in a Global-Local World. APMS 2014. IFIP Advances in Information and Communication Technology, vol 439. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-44736-9_84
Download citation
DOI: https://doi.org/10.1007/978-3-662-44736-9_84
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-662-44735-2
Online ISBN: 978-3-662-44736-9
eBook Packages: Computer ScienceComputer Science (R0)