Quality and Service Management: Processes for Improving the Productivity of Service Provisioning

Abstract

The meaning of service productivity for enterprises now is about to reach a level of significance comparable to formerly purely product-related methods such as Lean Management. Between products and services, conceptual differences can be distinguished. This becomes apparent in the example of the determinant immateriality, a unique feature of services. Despite the different specific classification criteria, a certain similarity especially in the importance of processes for productivity concepts can be noticed in the case of both, service- and product-related approaches. The central research question thus substantiates the needs for an appropriate, service-centered approach that covers solutions for the (emerging) following set of problems: "How can process specific assumptions be integrated in a holistic productivity concept that allows controlling the service provisioning productivity? How to handle complexity aspects that are caused by information as well as communication flows due to the integration of the external factor?" Our concept model provides a solution proposal concerning this complex correlation between KPI-based productivity monitoring, process management and resource allocation. Integrating the experiences from both scientific and industry partners we present variable perspectives that are surveyed by empirical scientific studies as well as practical experiences from prototype implementations. Particular branch-related conditions and problem circumstances are shown by a real world scenario of a solution provider that offers products and services. On the occasion, the relevance of a specific variation of the up to now mainly production oriented process-modeling instrument Value Stream Mapping for service business processes settings is being investigated and interconnected with management aspects of a KPI centered productivity system. Consequently the main purpose of the analysis will lead to a requirement specification of implementation parameters for an overall KPI driven service process management concept.