Title: Intelligent products-service systems : online monitoring services in the European tooling Industry
Authors : Oschmann, Georg
Scherrer, Maike
Schittny, Bastian
Conference details: 16th EurOMA Conference, Chalmers University of Technology, Goteborg, Sweden, 14. - 17. June, 2009
Publisher / Ed. Institution : European Operations Management Association
Issue Date: 2009
License (according to publishing contract) : Licence according to publishing contract
Type of review: Editorial review
Language : English
Subjects : Service portfolio; Product service system; Tooling industry; Online monitoring
Subject (DDC) : 658: General Management
Abstract: Today’s turbulent economic environment confronts the European tooling industry with new challenges: strategic differentiation via cost-leadership has not worked out for European toolmakers over the last years. Other industries have shown a promising approach for creating competitive advantages over competitors and higher profitability by enhancing the existing range of products with customer-specific services. An intelligent bundling of individual services with the core product leads to so-called hybrid products or product-service-systems. These systems not only ensure the proper functioning of the product but also increase efficiency and effectiveness of the customer's processes. Even though, the concept of productservice-systems is well known, few concepts exist, which build a holistic focus on products and services from a developers point of view. In order to apply the idea of moving into the service business to the tooling industry we set up a study on product-service systems in the tooling industry. As other European manufacturers as well, players in the tooling industry face an increasing market pressure from international competitors. One solution to remain competitive is to focus on delivering knowledge intensive products and services This research paper's goal is to develop an empirically based portfolio for future product-service systems and is embedded in a larger European study. The overall study is funded by the seventh framework program of the EU and has the goal to integrate the customer and developer perspectives in developing product-service-systems. This paper concentrates on the customer perspective of developing product-service systems. The first step of our study was to develop a questionnaire together with toolmakers covering topics like general customer needs, existing and desired services, the production process itself as well as the distribution of cost in the maintenance process. Conducting the survey using mailings and an internet based platform, we sent out 1000 questionnaires and requests for participation and achieved thereby a response rate of 11% with a total number of 110 questionnaires from all over Europe Based on a cluster analysis, we were able to identify a strong need for online monitoring services.
Departement: School of Management and Law
Publication type: Conference paper
URI: https://digitalcollection.zhaw.ch/handle/11475/16583
Appears in Collections:Publikationen School of Management and Law

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