Industrial Field Service Network Conceptualization

Researchers:

G. Finke

Financed by:

The Professorship’s own resources

Motiavation:

This thesis on „Industrial Field Service Networks - Conceptualization, Performance Measurement and Risk Management” introduces a reference model, a performance measurement system and a risk management framework for industrial field services. Initially, the necessity for these models is derived from the undisputed increasing importance of industrial field services, the little attention in academic literature and the lack of managerial concepts supporting decision-making in practice. The relevant literature bodies are analyzed before research questions are formulated in the three core areas and an appropriate methodology for addressing these questions is laid out. A novel reference model is then introduced which maps elements and resource in the service network to each instance of a single step in the service delivery process and thus enhances the transparency over the whole network. Based on this reference model, a system for performance measurement and a framework for risk management are proposed which consider the specific aspects of industrial field services and are therefore superior to existing concepts. Exemplary application in an industrial case shows the applicability of the developed concepts. The thesis closes with a summary of the results and an outlook for further research.