TY  - CONF
A1  - Kampker, Achim
A1  - Lukas, Maximilian
A1  - Jussen, Philipp
A2  - Mathew, Joseph
A2  - Lim, C.W.
A2  - Ma, Lin
A2  - Sands, Don
A2  - Cholette, Michael E.
A2  - Borghesani, Pietro
T1  - Process Characteristics and Process Performance Indicators for Analysis of Process Standardization
T2  - Asset Intelligence through Integration and Interoperability and Contemporary Vibration Engineering Technologies. Proceedings of the 12th World Congress on Engineering Asset Management and the 13th International Conference on Vibration Engineering and Technology of Machinery
N2  - 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.
KW  - Process Performance Indicators
KW  - Prozessmanagement
KW  - Klein- und Mittelbetrieb
KW  - Industrial Service Companies
KW  - Missing Understanding
KW  - Technical Assets
KW  - Small And Medium-sized Companies (SMEs)
Y1  - 2023
UR  - https://epub.fir.de/frontdoor/index/index/docId/2771
UR  - https://link.springer.com/chapter/10.1007/978-3-319-95711-1_29
SN  - 978-3-319-95710-4
SN  - 978-3-319-95711-1
SP  - 287
EP  - 300
PB  - Springer
CY  - Cham [u. a.]
ER  -