Transformation of equipment manufacturers to become providers of industrial services is a trend that involves deep transformation of companies. Equipment manufacturers can potentially provide services significantly more efficiently and effectively by utilizing information about their installed base (IB). We aim to recognize decision support functionality and required information contents for a system that supports service business in the context of services like ‘full service’, lease of maintained equipment, extended warranties, and operations and maintenance. A further supported function is product and service development. Eight cases from Finnish machine-building and telecommunications industries provide a basis for our view of business needs in decision support of operational and tactical levels of service business management. We present a vision of a decision-making tool for service business of equipment manufacturers—the service business management environment (SBME)—and identify decision-making situations (‘use cases’) of SBME. SBME integrates ideas and information content from engineering asset management, condition-based maintenance, standards to represent and exchange life cycle, reliability and maintenance data, and e-maintenance. If successful, SBME can support transformation of equipment manufacturers to service business. This takes place by aggregating information from whole IB, which enables better accuracy in health assessment, prognostics, cost estimation, awareness of service contract status in terms of defined KPIs, and analysis of profitability of service offerings. Furthermore, SBME supports product development by providing information on field reliability, maintainability, recognition of epidemics, and other inputs.
- Preventive Maintenance
- Service Business
- Product Individual
- Spare Part
- Service Contract
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We thank TEKES, FIMECC, and related companies for financial support; this work has been funded by TUPASU research project and FIMECC SHOK program Future Industrial Services (FutIS). We also express our gratitude to companies that have offered us access in the context of TUPASU and FutIS research.
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Tiihonen, J., Borgman, J., Nieminen, M. (2015). Towards a Comprehensive Service Business Management Environment for Equipment Manufacturers. In: Lee, W., Choi, B., Ma, L., Mathew, J. (eds) Proceedings of the 7th World Congress on Engineering Asset Management (WCEAM 2012). Lecture Notes in Mechanical Engineering. Springer, Cham. https://doi.org/10.1007/978-3-319-06966-1_50
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-02461-5
Online ISBN: 978-3-319-06966-1