Abstract
Although the early stages of engineering service development are essential, methods and tools to proactively and comprehensively evaluate the productivity of service processes are rare. Therefore, this paper presents a comprehensive model for product-service systems productivity assessment along the service provision chain. The novel productivity model distinguishes between potential, process and outcome thus covers all dimensions of a product-service system. The model further differentiates between service provider and customer from both a qualitative and quantitative point of view. A set of value drivers and success criteria is proposed in a structured manner, resulting in various levers to optimize a product-service system. The model is made fully operational by defining influence factors, representing parameters to optimize service productivity and by key figures measuring service effectiveness and efficiency. To evaluate the novel service productivity model, field data and expert opinions from two German engineering companies are considered.
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Petz, A., Duckwitz, S., Schmalz, C., Mütze-Niewöhner, S., Schlick, C.M. (2013). Development and Evaluation of a Novel Service Productivity Model. In: Meier, H. (eds) Product-Service Integration for Sustainable Solutions. Lecture Notes in Production Engineering. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-30820-8_33
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DOI: https://doi.org/10.1007/978-3-642-30820-8_33
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