A BUSINESS TOOL TO MEASURE INDUSTRIAL SERVICE PERFORMANCE - THE TOTAL CARE INDEX-

The efficient management and execution of service processes is crucial for industrial companies to survive in turbulent markets. This paper presents an innovative tool called "Total Care Index" which enables industrial customers to assess and evaluate the productivity potentials, as well as strengths and weaknesses of their installed service processes and service performance. The tool has been developed by an industrial consulting company in collaboration with an academic partner in Germany. The paper presents the design and first results from industrial application. The total care index made it possible for the first time to measure the performance potentials and benefits and of efficient service processes. Based on the evaluation results industrial users are able to benchmark and leverage their service processes. It also enabled users to design a new service level management portfolio to better meet customer demands and to raise service profits.