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A simplified service engineering approach used by an industrial service solutions provider
Linköping University, Department of Management and Engineering, Project Innovations and Entrepreneurship. Linköping University, Faculty of Science & Engineering.
Linköping University, Department of Management and Engineering, Project Innovations and Entrepreneurship. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0002-4233-5138
2015 (English)In: 7TH INDUSTRIAL PRODUCT-SERVICE SYSTEMS CONFERENCE - IPSS, INDUSTRY TRANSFORMATION FOR SUSTAINABILITY AND BUSINESS, ELSEVIER SCIENCE BV , 2015, Vol. 30, 30-35 p.Conference paper, Published paper (Refereed)
Abstract [en]

This paper shows how a provider of complex hardware with long operation times makes use of a structured methods approach to develop maintenance, repair and overhaul services and improve its service solutions. Service engineering is a methodical approach for the design of service offerings, and can be described by using the dimensions outcome, structure, process and management. So far, little is known about how firms implement such approaches. On the basis of a longitudinal case study within a large, product-based, high-technology business corporation, the paper shows that the use of a simplified service engineering model may be effective in supporting both the development and the maintenance of a comprehensive service business. More specifically, the case suggests the following factors to be important for success: A systematically applied engineering method, the presence of dedicated service champions, an ability to articulate and formalize new service roles, and deep technical knowledge of the involved hardware. (C) 2015 The Authors. Published by Elsevier B.V

Place, publisher, year, edition, pages
ELSEVIER SCIENCE BV , 2015. Vol. 30, 30-35 p.
Keyword [en]
Service engineeing; industrial service solutions; work breakdown structure; long product life-cycles; longitudinal case study; aircraft industry
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:liu:diva-121911DOI: 10.1016/j.procir.2015.02.141ISI: 000361471300006OAI: oai:DiVA.org:liu-121911DiVA: diva2:860735
Conference
7th Industrial Product-Service Systems Conference - PSS, Industry Transformation for Sustainability and Business
Available from: 2015-10-13 Created: 2015-10-12 Last updated: 2015-11-03

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Sandin, JörgenBerggren, Christian

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  • apa
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Language
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