Using Strategy Maps to Align Distributed Service Organizations

Abstract

The paper introduces the importance of industrial services for manufacturers of capital goods and it analyzes the specific challenges in global service networks. It thereby emphasizes knowledge and information exchanges and the related coordination problem within the diversified organization. A strategy map framework is proposed to assess the interrelated dependencies between different organizational and functional units. It was found that the adapted Industrial Service Strategy Map facilitates the coordination and controlling of the service operations in distributed organizations by aligning the diversified goals with overall network performance objectives.