Mapping service processes in manufacturing companies: industrial service blueprinting

被引：31

作者：

Biege, Sabine ^{[1
]}

Lay, Gunter ^{[1
]}

Buschak, Daniela ^{[1
]}

机构：

[1] Fraunhofer Inst Syst & Innovat Res, Karlsruhe, Germany

来源：

INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT | 2012年 / 32卷 / 08期

关键词：

Manufacturing industries; Process management; Operations and production management; Process mapping; Service organization; Manufacturing companies; Servitisation; OPERATIONS MANAGEMENT; PRODUCTS; VIEW;

D O I：

10.1108/01443571211253137

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

Purpose - The purpose of this paper is to propose a process-modelling method that is based on methods from both operations management (OM) and service operations management (SUM), which complies with the special requirements of servitised manufacturers. Design/methodology/approach - After a comprehensive literature review of organisational change in servitised manufacturers, the requirements for modelling industrial services are established. In addition, existing business process-modelling methods from OM and SUM are classified and related to these requirements. A modelling method that is adapted to the needs of servitised manufacturers is proposed, and the practical advantages of this methodology are explored in an exemplary case study of a machine tool manufacturer. Findings - This paper suggests that existing instruments that have been developed within OM and SUM need considerable adjustment to comply with the needs of servitised manufacturers. Originality/value - This paper contributes towards mastering the transition from the production of capital goods to the offering of entire solutions by outlining the special requirements of the process structure in a manufacturing company as it turns into a solution-provider.

引用

页码：932 / 957

页数：26

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