Journal ArticleDOI
Performance measurement of the after-sales service network-Evidence from the automotive industry
TLDR
An integrated framework for the after-sales network performance measurement is proposed, and an empirical application to two automotive case companies and their official service network shows that performance measurement systems of different supply chain actors should be aligned in order to achieve strategic consistency.About:
This article is published in Computers in Industry.The article was published on 2007-09-01. It has received 138 citations till now. The article focuses on the topics: Service management & Supply chain.read more
Citations
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Journal ArticleDOI
Understanding service uncertainties in industrial product–service system cost estimation
TL;DR: In this paper, the authors combine literature in service and uncertainty in cost estimation to propose the components of a service delivery system, classification of sources of uncertainty based on supply and demand and the suitable uncertainty modelling methods for service cost estimation.
Journal ArticleDOI
Servitisation of European manufacturing: evidence from a large scale database
TL;DR: In this article, the authors provide new evidence for this servitisation of European manufacturing and test previous findings based on case studies with a large, firm-level data set, showing that service turnover of manufacturing firms is still small compared to the turnover with physical products.
Journal ArticleDOI
Servitising manufacturers: the impact of service complexity and contractual and relational capabilities
TL;DR: In this paper, the authors investigated the influence of increasing levels of service complexity on the transformation of the European healthcare sector, and they found that contractual capabilities do not increase with service complexity, whereas increased levels of relational capabilities, manifest in the visibility of the provider on the customer site, the number of ‘non-requested’ site visits and increasingly informal information exchange.
Journal ArticleDOI
Make-or-buy configurational approaches in product-service ecosystems and performance
TL;DR: In this paper, the authors examined the firm boundary configurations for manufacturers' product-service offerings and found that most industries achieve their highest performance through collaborations with value-added service providers in two out of three of the service continuum stages (Base and Intermediate services), while keeping the development of Advanced services in-house.
Journal ArticleDOI
Measuring agri-food supply chain performance and risk through a new analytical framework: a case study of New Zealand dairy
TL;DR: In this paper, the authors present guidelines for measuring business performance are widely available, but no appropriat- tation guidelines are available for measuring the performance of a business. But they do not consider the importance of measuring performance.
References
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Book
The balanced scorecard : measures that drive performance
Robert S. Kaplan,David P. Norton +1 more
TL;DR: A "balanced scorecard" is developed, a new performance measurement system that gives top managers a fast but comprehensive view of the business and complements those financial measures with three sets of operational measures having to do with customer satisfaction, internal processes, and the organization's ability to learn and improve.
Book
The Balanced Scorecard: Translating Strategy into Action
Robert S. Kaplan,David P. Norton +1 more
TL;DR: The Balanced Scorecard approach retains traditional financial measures which reflect past organizational acheivements, but adds three new measures of future performance found necessary in this information age with its focus on customer relationships and long-term capabilities: customer, internal business process and learning and growth.
Journal ArticleDOI
Defining supply chain management
John T. Mentzer,William DeWitt,James S. Keebler,Soonhong Min,Nancy W. Nix,Carlo D. Smith,Zach G. Zacharia +6 more
TL;DR: A management construct cannot be used effectively by practitioners and researchers if a common agreement on its definition is lacking as discussed by the authors, which is the case with the term "supply chain management".
Journal ArticleDOI
Case research in operations management
TL;DR: In this paper, the use of case study research in operations management for theory development and testing is reviewed and guidelines and a roadmap for operations management researchers wishing to design, develop and conduct case-based research are provided.