Key performance indicators for assessing the planning and delivery of industrial services

被引：49

作者：

Meier, Horst ^{[1
]}

Lagemann, Henning ^{[1
]}

Morlock, Friedrich ^{[1
]}

Rathmann, Christian ^{[1
]}

机构：

[1] Ruhr Univ Bochum, D-44801 Bochum, Germany

来源：

2ND INTERNATIONAL THROUGH-LIFE ENGINEERING SERVICES CONFERENCE | 2013年 / 11卷

关键词：

service delivery planning; key performance indicators;

D O I：

10.1016/j.procir.2013.07.056

中图分类号：

T [工业技术];

学科分类号：

08 ;

摘要：

The effective delivery of industrial services requires systematic approaches :for planning and organizing delivery processes and network partners. In order to be able to assess the performance of the service organization, significant key performance indicators are needed. The performance of the service organization is defined by its ability to effectively assign resources such as service technicians, tools and spare parts to service tasks and its ability to implement and deliver the service processes as planned. Thus, important key performance indicators for assessing the delivery and delivery planning of product-related industrial services are presented in this paper. The relevant performance indicators are classified based on their importance for measuring planning performance and delivery performance. (C) 2013 The Authors. Published by Elsevier B.V. Open access under CC BY-NC-ND license.

引用

页码：99 / 104

页数：6

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