A holistic method for finding out critical features of industry maintenance services
by Juha-Matti Ranta, Josu Takala
International Journal of Services and Standards (IJSS), Vol. 3, No. 3, 2007

Abstract: The purpose of this case study is to create a competitive operative management system for efficiency and quality performance for a company running a maintenance service business for globally competitive forest industry production. Furthermore, the research aims to find out and eliminate obstacles affecting efficiency by identifying factors causing problems in near future in service process. This evidently means, efforts to create and implement new 'eWorld suitable sense and respond' methods to measure, follow, and improve service production performance. Theoretical framework drawn to summarise major findings about up-to-date topics on industrial production related services having high competence and competitiveness requirements, and to act as a guideline for empirical pilot research. A qualitative research method with multicriteria decision making process was created and utilised to collect data through in-depth expert interviews. The performance measurement and improvement system developed is piloted in two small scale production maintenance service processes with encouraging experiences, and have already been implemented into everyday use.

Online publication date: Fri, 25-May-2007

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