Process Oriented Production System for Service Providing Companies

Design and realization of services are affected by high individuality and high requirements of quality and productivity. To meet these requirements, numerous approaches have been developed in service research. Although these existing approaches allow a selective methodological support of service design and realization, concepts that transparently display the interrelations between existing approaches and thus allow a coordinated and standardized methodological support of service design and realization are not common. Furthermore, an organizational framework for service providing companies that enables staff to continuously improve both service quality and productivity on the job is missing. To close these gaps, the concept of process oriented production systems that evolved from companies producing physical goods represents a promising starting point. This paper therefore illustrates a framework for a process oriented production system for service providing companies.