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Service productivity management in industrial companies

Results of an empirical study
: Neuhüttler, Jens

European Association for Research on Services -RESER-:
Finding growth through service activities in barren times : XXIII International RESER Conference; September 19th-21st 2013, Aix en Provence
Aix en Provence, 2013
16 S.
European Association for Research on Services (International RESER Conference) <23, 2013, Aix-en-Provence>
Fraunhofer IAO ()

Services hold a large potential for economic growth, which can partly be exploited by increasing service productivity. Thus, a range of research activities and initiatives concerning service productivity have been established in recent years. Within the joint research project "ServUp" an empirical study on the management of service productivity has been conducted among German industrial companies. The study´s results aim to provide a basis for developing practice-oriented and applicable solutions. The study comprises three different parts: In the first part, estimations of companies about the significance of service productivity and fields of actions within their service portfolio are investigated. The second part addresses on going activities of measuring and managing service productivity. In the last part, prospective actions and requirements for establishing performance indicators based service productivity management are identified.