Industrializing After Sales Services, IASS, is a research and development project equally financed by participating companies and VINNOVA, performed by the Marketing Technology Centre, MTC, Linköping University School of Management, and the Swedish Industrial Design Foundation, SVID. Participating companies are AGA/Linde Gas, BT Industries, TeliaSonera, ITT Flygt, Metso Minerals, Electrolux Laundry Systems, Volvo Bus Corporation, and Saab Technologies. The aim of the project is to identify how to increase companies- ability to develop and produce after-sales services in an industrialized way. This report summarizes the work within one of four IASS subprojects, with the intention of supporting companies- to improve the efficiency and the effectiveness of their service production. Examples from four companies are discussed and service productivity models and tools are introduced.
Linköping: MTC , 2006.