A Process Reference Model for Service Delivery in After-Sales Field Service Networks
نویسندگان
چکیده
After-sales services bundled to products, respectively integrated Product-Service-Systems, have gained financial and strategic importance in manufacturing companies. Not considered as core competence in the beginning, the structures for delivering ASFS have grown over years, becoming more complex and less transparent. As industry still lacks tools and methods for ASFS network design and planning we propose a process reference model (PRM) for modeling the different activities in service operations that are linked to service delivery. The PRM has been developed in case research with different Swiss companies and will be used to form the basis for a quantitative planning tool with the aim of enhancing decision making in this area.
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