Value-chain-oriented service development by means of a 'two-channel service model'
by Veselin Panshef, Edgar Dorsam, Tomohiko Sakao, Herbert Birkhofer
International Journal of Services Technology and Management (IJSTM), Vol. 11, No. 1, 2009

Abstract: In today's industrial market, capital-good producers not only sell an appropriate device solution (hardware and software), but also need to customise their offers with their own or additionally purchased services. Consequently, such producers play an active part in their customers' business processes as well. By applying the 'Two-Channel Service Model' and, in particular the 'Process Service Channel' proposed in this paper, a 'service provider' can effectively generate business process-driven service bundles. These models offer a value-oriented optimisation of production processes and can also provide a strategic customisation of the customer's business. This paper focuses on the commercial viewpoint of large-scale production processes, in particular for the printing industry, and generates additional potential within industrial business-to-business services. Addressing the model of customers' business processes, this paper contributes to the field of value-chain-oriented service development and engineering.

Online publication date: Fri, 02-Jan-2009

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