Supporting the selection of value-driven performance measures in maintenance services - comprehensive value assessment

Abstract

Maintenance measures, such as Key Performance Indicators should align with the strategic objectives. However, this is often not the case, as mainly the cost dimension of services is measured. The field of maintenance has evolved due to maintenance outsourcing and the rising interest of equipment providers to join the service business. There is a need for methods that improve communication between maintenance service customers and service providers to ensure that other value dimensions are recognized and measured. This paper proposes a preliminary framework for integrating comprehensive value assessment into strategic decision-making in maintenance service relationships. The empirical findings based on an online-survey emphasize the fact that several elements contribute to the value of maintenance services, but these elements are in many cases not measured. Based on the ranking of customers, a number of elements such as environmental safety, safety at work, operator knowledge, reliability, and reputation of the service provider should be included in the value assessments.