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Process Characteristics and Process Performance Indicators for Analysis of Process Standardization

  • 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.

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Metadaten
Author:Achim KampkerGND, Maximilian LukasGND, Philipp JussenGND
URL:https://link.springer.com/chapter/10.1007/978-3-319-95711-1_29
DOI:https://doi.org/10.1007/978-3-319-95711-1_29
ISBN:978-3-319-95710-4
ISBN:978-3-319-95711-1
Parent Title (English):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
Publisher:Springer
Place of publication:Cham [u. a.]
Editor:Joseph Mathew, C.W. Lim, Lin Ma, Don Sands, Michael E. Cholette, Pietro Borghesani
Document Type:Conference Proceeding
Language:English
Date of Publication (online):2023/08/21
Date of first Publication:2018/11/12
Release Date:2023/08/21
Tag:Industrial Service Companies; Missing Understanding; Process Performance Indicators; Small And Medium-sized Companies (SMEs); Technical Assets
GND Keyword:ProzessmanagementGND; Klein- und MittelbetriebGND
First Page:287
Last Page:300
FIR-Number:SV7743
Name of the conference:12th World Congress on Engineering Asset Management and the 13th International Conference on Vibration Engineering and Technology of Machinery
place of the conference:Brisbane
Date of the conference:02.08.2017-04.08.2017
Institute / Department:FIR e. V. an der RWTH Aachen
Dienstleistungsmanagement
Dewey Decimal Classification:6 Technik, Medizin, angewandte Wissenschaften / 62 Ingenieurwissenschaften

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