Read e-book online Advances in Services Innovations PDF

By Dieter Spath, Klaus-Peter Fähnrich

ISBN-10: 3540298584

ISBN-13: 9783540298588

ISBN-10: 3540298606

ISBN-13: 9783540298601

The booklet records the cutting-edge in prone technology. It combines contributions in provider Engineering, provider administration and repair advertising and is helping to improve a roadmap for destiny R and D actions in those fields. The booklet is written for researchers in engineering and management.

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A Value Chain Analysis helps to gather this input data (Sontow 2000). Result of this analysis with respect to the Barney criteria is a catalogue of sustainable and superior core capabilities and underlying resources. For gathering customer problems internal and external information sources can serve as input. e. sales or after-sales services usually have a huge amount of information about customer problems and customer needs. Even if this knowledge is rarely documented, it can be processed by means of workshops.

This shortage of adequate procedures, methods and tools is mainly based on the immanent characteristics of services that strongly differ from those of products (Luczak et al. 2000). In consequence of the lack of supporting methods and procedures, service operations frequently deliver ineffective and low quality services that do not meet the customer’s needs. Furthermore, service processes, which have been inadequately planned and developed, are hard to reproduce with constant quality, requiring strong improvisation efforts by the service personnel.

One can distinguish the resource-oriented and the market-oriented idea generation (Luczak et al. 2000). The starting point of a resource-oriented idea generation is a firm’s set of capabilities and new possibilities to put them into effect. During the planning process this input focus moves to the needs of the market. In the B2B sector these needs are mainly determined by the customer problems in the sense of services being a solution to an existing problem. The market-oriented approach starts with the analysis of market opportunities and customer problems as source for ideas and subsequently takes necessary capabilities and resources into account (Luczak et al.

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Advances in Services Innovations by Dieter Spath, Klaus-Peter Fähnrich


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