Entwicklungsprozesse hybrider Leistungsbündel – Evaluierung von Modellierungsmethoden unter Berücksichtigung zyklischer Einflussfaktoren

Langer, Stefan; Kreimeyer, Matthias; Müller, Patrick; Lindemann, Udo; Blessing, Luciënne

doi:10.1007/978-3-7908-2099-7_5

Cited by 7 publications

(2 citation statements)

References 9 publications

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“…Furthermore, EPCs focus on the activity flow of materials and goods and support information flows, which are significant to new service concepts, at a very basic level (Rosenkranz, 2009). Other modelling methods and their applicability to services and service-based business models have already been the subject of another study by Langer et al (2009), who came to the conclusion that the considered modelling approaches have severe shortcomings in the modelling of service processes in manufacturing companies. Hence, the available OM methods of process modelling cannot appropriately support manufacturers that are in transition to becoming solution-providers.…”

Section: Service Characteristics: Inseparabilitymentioning

confidence: 99%

“…Source: Adapted from Zeithaml and Bitner (1996) A similar evaluation study has identified the shortcomings of existing process-modelling techniques in servitised companies (Langer et al, 2009). To conclude, a review of OM and SOM methods of process-modelling has revealed that neither of these is applicable to the special needs of manufacturers who are bundling products and services.…”

Section: Line Of Implementationmentioning

confidence: 99%

See 1 more Smart Citation

Mapping service processes in manufacturing companies: industrial service blueprinting

Biege

Lay

Buschak

2012

International Journal of Operations &Amp; Production Management

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Purpose -The purpose of this paper is to propose a process-modelling method that is based on methods from both operations management (OM) and service operations management (SOM), which complies with the special requirements of servitised manufacturers. Design/methodology/approach -After a comprehensive literature review of organisational change in servitised manufacturers, the requirements for modelling industrial services are established. In addition, existing business process-modelling methods from OM and SOM are classified and related to these requirements. A modelling method that is adapted to the needs of servitised manufacturers is proposed, and the practical advantages of this methodology are explored in an exemplary case study of a machine tool manufacturer. Findings -This paper suggests that existing instruments that have been developed within OM and SOM need considerable adjustment to comply with the needs of servitised manufacturers. Originality/value -This paper contributes towards mastering the transition from the production of capital goods to the offering of entire solutions by outlining the special requirements of the process structure in a manufacturing company as it turns into a solution-provider.

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Section: Service Characteristics: Inseparabilitymentioning

confidence: 99%

Section: Line Of Implementationmentioning

confidence: 99%