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1 Institute for Industrial Management

Abstract : Industrial Service providers face the challenge of generating maximum customer value on the one hand and the efficient utilization of internal resources on the other hand. This challenge is further intensified by a worldwide growing market of industrial service providers. This paper presents a holistic approach for lean service management facing the named challenges. The framework is derived from various optimization projects in industrial service operations and supports companies to achieve excellent productivity within their service delivery.

Keywords : service management lean services service operations customer value service delivery processes

Autor: Günther Schuh - Philipp Stüer -



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