Standardizing the service delivery system for repetitive industrial services

: Poikonen E, Martinsuo M, Nenonen S

: 2015

: 978-87-7349-921-4

: https://researchportal.tuni.fi/en/publications/5c82ad6e-0201-4232-96fe-0b429bc24e32

Manufacturers need to develop efficient service deliveries that can be used for multiple customers with different equipment. The service delivery system can support service repetitiveness through standardization. The objective is to increase understanding on features and requirements of standardization in the service delivery system and identify means for effi-cient service delivery in triadic settings. The qualitative multiple-case study with three manufacturing firms reveals different relevant factors for stand-ardization for reactive and proactive services and highlights certain prac-tices in triadic customer participation. Equipment and remote technologies both challenge and enable standardization and require new competences.