Productivity and Quality Assessment of Services Within Technical Product-Service Systems

Abstract

In order to remain competitive, capital goods manufacturers are forced to establish productive realization processes of technical Product-Service Systems (PSS). While the concept of productivity in manufacturing products is well establish, there are some shortcomings when transferring this concept to services. This paper provides a new, process-oriented understanding of service productivity that builds the basis for analyzing and assessing cause-effect-relationships between quantitative and qualitative aspects of service realization. Based on this, a framework for assessing service productivity and quality is presented and illustrated by a use case from the wine-growing industry.