Data-Driven Maintenance Delivery Framework: Test in an Italian Company

Many manufacturing companies are now facing the transition towards the development of a structured service offering in the servitization fashion. Especially in the case of a service like maintenance, the definition of a coherent process, able to collect and exploit in the right way the data from the field for decision-making scopes constitutes the base to run an economically sustainable offering. The authors proposed a structured framework that, considering a dual perspective (asset and service), aims to address this problem and to improve the maintenance decision-making. The paper, using as a case study an Italian manufacturing company willing to accelerate its servitization process, addresses the testing and improvement of the framework. Company A service department’s employees were interviewed in the scope of validating the framework and identify improvements for its structure and the related decision-making instruments.