Fraunhofer-Gesellschaft

Publica

Hier finden Sie wissenschaftliche Publikationen aus den Fraunhofer-Instituten.

Co-creating value to increase service productivity

Impacts of outputs and inputs for the product-supporting service value chain
 
: Rößner, Andrea; Kicherer, Florian; Nägele, Rainer

International Conference on Applied Human Factors and Ergonomics, AHFE 2012. CD-ROM : 21-25 July 2012, San Francisco, California; jointly with 2nd International Conference on Human Factors and Ergonomics in Healthcare; 2nd International Conference on Cross-Cultural Decision Making: Focus 2012; 2nd International Conference on Applied Digital Human Modeling; 1st International Conference on Human Side of Service Engineering; 1st International Conference on Affective and Pleasurable Design; 1st International Conference on Human Factors in Transportation and 14th International Conference on Human Aspects of Advanced Manufacturing (HAAMAHA): Manufacturing Enterprises in a Digital World
West Lafayette: USA Publishing, 2012
ISBN: 978-0-9796435-5-2
ISBN: 0-9796435-5-4
pp.7414-7424
International Conference on Applied Human Factors and Ergonomics (AHFE) <4, 2012, San Francisco/Calif.>
International Conference on Human Factors and Ergonomics in Healthcare <2, 2012, San Francisco/Calif.>
International Conference on Cross-Cultural Decision Making <2, 2012, San Francisco/Calif.>
International Conference on Applied Digital Human Modeling <2, 2012, San Francisco/Calif.>
International Conference on Human Side of Service Engineering <1, 2012, San Francisco/Calif.>
International Conference on Affective and Pleasurable Design <1, 2012, San Francisco/Calif.>
International Conference on Human Factors in Transportation <1, 2012, San Francisco/Calif.>
International Conference on Human Aspects of Advanced Manufacturing (HAAMAHA) <14, 2012, San Francisco/Calif.>
English
Conference Paper
Fraunhofer IAO ()

Abstract
Service delivery is set in a complex environment of interactions, relations, and processes. Service management needs to be able to measure and control all players that are involved within the Service Value Chain in order to ensure a maximized productivity. The paper discloses possible perspectives and approaches how services, which are handled by different actors in the SVC, can provide an additional value for all the actors and the productivity can be managed. The requirements for a KPI driven management tool are discussed: adequate measures for effectiveness, efficiency, and flexibility. From a real world example the issue of managing service productivity via KPIs is being shown.

: http://publica.fraunhofer.de/documents/N-225316.html