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Information Needs in Service Systems – A Framework for Integrating Service and Manufacturing Business Processes

Dimension Value
  • Type of the Research Result
  • Model
    • Information System Model
  • Current Status of Development
  • In Progress
    • With Pilot Application
  • Number of Cases
  • 3
  • Functional Area
  • Core Processes
    • Core Processes First Level
      • Breakup of Networks of Product-Service-Systems
      • Design and Implementation of Product-Service-Systems
      • Ideas Generation for Product-Service-Systems
      • Implementation of the Infrastructure for Product-Service-Systems
    • Core Processes Second Level
      • Distribution of Product-Service-Systems
    • Core Processes Third Level
      • Finishing the Provision (of Parts) of the Product-Service-System
      • Initiation of Product-Service-Systems
      • Providing (Parts) of the Product-Service-System
      • Resource Planning of Product-Service-Systems
  • Company Size
  • Not Specified
  • Lifecycle Phase
  • Post-Utilization
  • Pre-Utilization
  • Utilization
  • Types of Customers of Value Bundles
  • Businesses
  • Industry Sector
  • Manufacturing Companies
  • Standardization
  • National Standardization
    • Germany
      • Other

Customer solutions comprise services and physical goods as integrated value propositions. Understanding the customers’ point of view on value creation and integrating customers as co-creators of value into service processes are important research fields in Service Science Management and Engineering. At the same time, a lack of investigation of the providers’ points of view on offering and fulfilling integrated value propositions can be ascertained. To compensate for this deficit, the paper investigates four different integrated value propositions in the B2B-market to study how an integration of service and manufacturing processes can be accomplished by sharing information in service systems. Based on in-depth business process analyses,  information  needs arising  from  the integration of service processes and manufacturing processes  are  identified  and  systematized  in  a conceptual framework. From a service research point of view, this framework provides a fundament to build on   in  consecutive   qualitative   and   empirical investigations as well as for designing IT artifacts.

The  framework represents a starting  point  for  identifying information  to  be  shared in the mechanical engineering industry. It can be  utilized in various ways:

  • from  an  IS  development  point  of  view,  the framework provides guidelines to inform the design of IT support for service systems. 
  • it can be used to audit existing data exchange standards regarding their applicability  in  a  service  system  context.
  • from a managerial perspective, the framework  provides a structured  approach  to  design the  cooperation  in  service  systems. 


This research result was described by Sanja Tumbas (5. July 2011 - 11:42)
This research result was last edited by Sanja Tumbas (2. January 2012 - 16:33)

Further information

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