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The servitization of manufacturing: A methodology for the development of after sales services

The servitization of manufacturing: A methodology for the development of after sales services

Kategori
Vitenskapelig Kapittel/Artikkel/Konferanseartikkel
Sammendrag
It has been suggested that though many companies realize the importance of providing after-sales services, most do not fully understand the maximum benefit from such offerings. Though several research papers document an approach for the implementation of a service operations strategy, a practical guide for the development of after-sales services is lacking in the current literature. Therefore, in this paper, we apply existing theory and use practical insights in order to propose a nine-step methodology for the development of after-sales services. The methodology links customer value from services to portfolio management theory. Two case studies describe application of the methodology. It can be used by practitioners in order to exploit the untapped potential of providing product-service offerings, with the aim to generate greater profits and a higher level of customer service.
Oppdragsgiver
  • Research Council of Norway (RCN) / 209041
Språk
Engelsk
Forfatter(e)
Institusjon(er)
  • SINTEF Digital / Teknologiledelse
  • Norges teknisk-naturvitenskapelige universitet
  • Università degli Studi di Bergamo
År
Forlag
Springer
Bok
Advances in Production Management Systems. Competitive Manufacturing for Innovative Products and Services IFIP WG 5.7 International Conference, APMS 2012, Rhodes, Greece, September 24-26, 2012, Revised Selected Papers, Part II
Hefte nr.
398
ISBN
978-3-642-40360-6
Side(r)
337 - 344