Quality-Oriented Risk-Management-Approach for Service Innovations

Schmitt, Robert; Schumacher, Sven; Zentis, Thomas

doi:10.1007/978-3-642-30820-8_31

Cited by 6 publications

(2 citation statements)

References 15 publications

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“…Service types can also affect considerably servitization performance (Benedettini et al , 2013). Studies oriented towards risk assessment for service innovations attempt to quantify risk occurrence probability and extent of losses in risk matrices, in order to propose risk management plans (Schmitt et al , 2013).…”

Section: Literaturementioning

confidence: 99%

Integrated approach for risk management in servitization decision-making process

Dahmani

Boucher

Gourc

et al. 2020

BPMJ

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PurposeThe paper proposes an innovative systemic method helping decision-makers to control servitization transition process, through decision process risk diagnosis.Design/methodology/approachThe proposed method is based on the modeling of decision processes and risk identification and analysis. This method was based on an action-research approach, in close relationship with two companies (SMEs). The paper develops the feasibility experiment at Automelec company.FindingsThe method was successfully implemented and delivered concrete diagnosis results.Research limitations/implicationsThe generalization of the applicability of the method needs to be tested on several different cases.Practical implicationsThe first practical implication is related to the efficiency of the method to help decision-makers in a servitization context to limit uncertainty and get a global view of the weaknesses of their decision-making process, it raises their awareness about servitization transition for their companies. Furthermore, the method also helps to explain the strategy of a servitization transition. It enhances the level of maturity of the decision process of the company, and can be used as a training/learning tool for managers.Social implicationsThe results brought by the research contribute to give the decision-making boards for organization living a servitization transition and especially SMEs a better control over the servitization decision process and related risks, which will increase the economic stability of the company and its vision over long, medium and short horizons. This will bring positive impact on the overall economic and social environment and networks of the servitized SME, and enhance the confidence of coworkers, subcontractors and clients.Originality/valueThe first originality of the paper is related to the new way of considering risk, not only as an analysis criterion but as the central driver in steering a strategic transition for the company, such as servitization. The second originality of the study is about assessing risk occurrence over a decision-making process through decision reliability and decision confidence.

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Section: Literaturementioning

confidence: 99%

Integrated approach for risk management in servitization decision-making process

Dahmani

Boucher

Gourc

et al. 2020

BPMJ

View full text Add to dashboard Cite

show abstract

“…Service types can also affect considerably servitization performance (Benedettini et al 2013). Studies oriented on risk assessment for service 506 JMTM 27,4 innovations attempt to quantify risk occurrence probability and extent of losses in risk matrices, in order to propose risk management plans (Schmitt et al, 2013).…”

Section: Servitization As a Decision-making Processmentioning

confidence: 99%

A reliability diagnosis to support servitization decision-making process

Dahmani

Boucher

Peillon

et al. 2016

Journal of Manufacturing Technology Management

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International audiencePurpose Servitization of manufacturing is characterized by very complex decision processes within strongly unstable and uncertain decision contexts. Decision-makers are face situations of lack of internal and external information. This paper intends to develop a decision aid approach to support the management of servitization decision-making processes. Design/methodology/approach The scientific orientation of this research consists in working at improving the efficiency of the servitization decision-making process, by identifying factors of non-reliability, in order to propose remediation actions for the whole process. Improving the final decisions taken by the managers is considered as a consequence of the improvement of the decision-making process reliability. The method, based on modeling and evaluation, requires the specification of a decision process model for servitization, used as a basis to assess decision process reliability and diagnose the enterprise’s servitization decision system. Improving the final decisions made by the managers is considered as a consequence of the improvement of the decision-making process reliability. Findings Key added values: (i) to formalize a servitization decision-making reference model, (ii) to specify a reliability assessment applied to the decision system and (iii) to define a decision pocess reliability diagnosis procedure for servitization, illustrated in a case study. Research limitations/implications A direct perspective is to complete the focus on procedural reliability, by taking into consideration the subjective rationality of decision-makers in the reliability assessment procedure. Additionally, this reliability assessment method and diagnosis could become the basis of a larger risk management approach for servitization. Practical implications The diagnosis procedure proposed in the paper is dedicated to generating practical results for enterprise decision-makers, consisting in recommendations for decision process improvements, in the context of servitization. The approach is illustrated through an industrial SME case study. The practical implications are highly contextualized. Originality/value The key originality of this research is to tackle servitization complexity with a decision system modeling and diagnosis orientation, including the formalization of the notion of ‘decision process reliability’, and the specification and implementation of a quantitative assessment procedure

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Through-Lifecycle Aspects for Functional Products to Consider During Development and Operation: A Literature Review

Lindström

2014

Through-Life Engineering Services

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Quality-Oriented Risk-Management-Approach for Service Innovations

Cited by 6 publications

References 15 publications

Integrated approach for risk management in servitization decision-making process

Integrated approach for risk management in servitization decision-making process

A reliability diagnosis to support servitization decision-making process

Through-Lifecycle Aspects for Functional Products to Consider During Development and Operation: A Literature Review

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