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Process Characteristics and Process Performance Indicators for Analysis of Process Standardization

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Asset Intelligence through Integration and Interoperability and Contemporary Vibration Engineering Technologies

Part of the book series: Lecture Notes in Mechanical Engineering ((LNME))

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Abstract

Industrial service companies deliver technically complex services (inspection, maintenance, repair, improvement, installation) for an enormous variety of technical assets in the chemical, steel, food and pharmaceutical industry. This variety of assets leads to a corresponding variety of service processes. To ensure competitiveness, the management of industrial service companies aims to increase the service process efficiency, especially through service process standardization. However, decision-makers struggle to make knowledge-based decisions on service process standardization because ex-ante the cost-benefit ratios of process standardization are unknown. The missing understanding of cost-benefit ratios of process standardization is caused by a missing understanding, which interdependencies exist between process characteristics and process performance indicators. Thus, the objective of this paper is to determine suitable characteristics and performance indicators to measure the way service provision processes are executed in the industrial service sector. The results represent the basis for executing an empirical questionnaire study focusing on the execution of service provision processes and identifying the cause-effect relations of process standardization.

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Acknowledgements

This work has been funded by the “Allianz von Forschungsvereinigungen” (AiF) within the program “Förderung der industriellen Gemeinschaftsforschung und -entwicklung” (IGF) by the German Federal Ministry of Research and Technology (support code: 19388N). The authors wish to acknowledge the AiF for their support.

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Authors and Affiliations

  1. FIR at RWTH Aachen, Campus-Boulevard 55, 52074, Aachen, Germany

    Achim Kampker, Maximilian Lukas & Philipp Jussen

Authors
  1. Achim Kampker
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  2. Maximilian Lukas
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  3. Philipp Jussen
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Corresponding author

Correspondence to Maximilian Lukas .

Editor information

Editors and Affiliations

  1. The Asset Institute, Queensland University of Technology, Brisbane, QLD, Australia

    Joseph Mathew

  2. Department of Architecture and Civil Engineering, City University of Hong Kong, Hong Kong SAR, China

    C.W. Lim

  3. School of Chemistry, Physics, Mechanical Engineering, Queensland University of Technology, Brisbane, QLD, Australia

    Lin Ma

  4. Synengco Pty Ltd, Highgate Hill, QLD, Australia

    Don Sands

  5. School of Chemistry, Physics, Mechanical Engineering, Queensland University of Technology, Brisbane, QLD, Australia

    Michael E. Cholette

  6. School of Mechanical and Manufacturing Engineering, UNSW Sydney, Sydney, NSW, Australia

    Pietro Borghesani

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Kampker, A., Lukas, M., Jussen, P. (2019). Process Characteristics and Process Performance Indicators for Analysis of Process Standardization. In: Mathew, J., Lim, C., Ma, L., Sands, D., Cholette, M., Borghesani, P. (eds) Asset Intelligence through Integration and Interoperability and Contemporary Vibration Engineering Technologies. Lecture Notes in Mechanical Engineering. Springer, Cham. https://doi.org/10.1007/978-3-319-95711-1_29

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  • DOI: https://doi.org/10.1007/978-3-319-95711-1_29

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-95710-4

  • Online ISBN: 978-3-319-95711-1

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