Mapping service processes in manufacturing companies: industrial service blueprinting

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.