Industrial field service network performance measurement Performance dimensions and indicators for service providers

摘要

The manufacturing industry as a whole is continuing to shift towards a more service-based business model. Therefore, the complex task of planning industrial field service networks poses a crucial challenge for companies in this field. A structured approach is required to assess the performance of service networks and to compare planning alternatives. This paper introduces a performance measurement system that determines the performance dimensions for industrial field service performance measurement. The work is based on several case studies with industrial companies. Implications for risk management are also discussed.