2009 年 1 巻 1 号 p. 81-98
The past years have displayed a tremendous trend in which traditional manufacturing companies have become professional service providers by offering beneficial product-service bundles with a strong focus on customer needs. Focusing on their core competence, customers are following outsourcing strategies to benefit from know-how service specialists and to leverage the cost-benefit ratio. Driven by the outsourcing phenomenon, service providers are becoming an integrated part of the customer’s value chain processes. This service paradigm shift requires an increased joint service initiative between service providers and their customers. Measuring the performance and value created by industrial services, such as maintenance and packaging, it is crucial to maintain ongoing and new collaborative service business relationships. Based on a case study with a globally operating manufacturer of packaging machines, the paper presents a generalized concept supporting the definition, design, and implementation of a measurement system as the basis for a co-operative supplier customer relationship.
