Service Value Stream Mapping in Industrial Product-Service System Performance Management

Machine manufacturers who additionally offer services and also service providers are facing an increasingly keen competition. This leads to the fact that services have to be performed more effectively and efficiently. As a result, companies are progressively implementing Performance Measurement approaches in order to get an overview of the delivered performance. By the use of those approaches, the delivery phase of services becomes more transparent, but conclusions are marginally drawn or improvements are not initialized from the data base. This is mainly caused by the fact that Performance Measurement approaches indeed offer a useful basis of decision making but is no appropriate tool for process improvements. In recent years, the Lean Management approach has been established in companies' production for process improvements. One determining tool is Value Stream Mapping, which gives an overview of processes and shows process improvements. This article represents an adaption of the Value Stream Mapping for services and shows how it can be integrated into a Performance Management. (C) 2015 The Authors. Published by Elsevier B.V.