Modelling and Measuring After-Sales Service Delivery Processes

Companies have realized that complementing industrial goods with the provision of value added services can be an important lever to prosper on those markets affected by weak demand, hard competition and decreasing margins. However, the increasing role of industrial services in the strategic plans and the economics of companies pose new relevant organisational and management challenges. A fundamental requirement lies in designing suitable processes and performance indicators to help companies in monitoring their current and future results and the critical trends of the beneath processes. The goal of the paper is to propose a methodology for mapping and measuring service delivery processes. An industrial case study is also reported as an example of the applicability of the methodology.