Managing Industrial Services: From Basics to the Emergence of Smart and Remote Services

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Thomas Friedli Philipp Osterrieder

Managing Industrial Services

From Basics to the Emergence of Smart and Remote Services

Thomas Friedli, Philipp Osterrieder, Moritz Classen

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English

Springer Nature Switzerland AG
24 June 2021

Business mathematics & systems; Service industries; Business applications

Series: Management for Professionals

The increasing importance of industrial services and rapid digitalization towards smart and remote services pose opportunities as well as challenges to the manufacturing sector. This book provides a holistic understanding of industrial service management and guides companies into building capabilities and management practices for smart and remote services. By combining insights from research and practice, it offers a unique perspective on the core and enabling activities of manufacturing companies for growth in the service business. In essence, the first part covers action-based research findings regarding service strategy, organizational design, service innovation, service sales, services operations, and customer relationship management together with insights into value networks. The second part introduces outstanding practices from leading manufacturing companies in industrial and smart services. The book concludes with a summary of key messages and recommendations to navigate the landscape of industrial and smart service management successfully.

Edited by: Thomas Friedli, Philipp Osterrieder, Moritz Classen
Imprint: Springer Nature Switzerland AG
Country of Publication: Switzerland
Edition: 1st ed. 2021
Dimensions: Height: 235mm, Width: 155mm,
Weight: 524g
ISBN: 9783030727277
ISBN 10: 3030727270
Series: Management for Professionals
Pages: 218
Publication Date: 24 June 2021
Audience: Professional and scholarly , Undergraduate
Format: Hardback
Publisher's Status: Active

Part I: Theoretical Considerations.- Introduction to Managing Industrial Services.- Servitization of Manufacturing Companies.- Fundamentals of Industrial Service Management.- Service Strategy.- Organizational Structure.- Service Innovation.- Service Sales.- Service Operations.- Customer Relationship Management and the Value Network.- Outlook and Summary of Managing Industrial Services.- Part II: Insights from Practice.- Editorial to Managing Industrial Services: Insights from Practice.- Industrial Smart Services Facilitated by the Heidelberg Cloud.- Adaptive Service: Digital Service Platform and the Service Crowd Community.- Enabling the Dealer Network to Deliver Smart Services.- SKF: Rotating Equipment Performance, a Shift in Perspective—From Transactions to Outcomes.- Value Co-creation as Key to Customer Satisfaction in Digital Services Sales.- Applications of a Digital Twin for the Use of Compressed Air Stations: Concepts and Methods for Model-Based Automatic Planning, Design, Control, and Analysis of Compressed Air Stations.

Thomas Friedli is a Professor for Production Management at the Institute of Technology Management, University of St.Gallen (Switzerland). He leads a team of 15 researchers dealing with the challenges of manufacturing companies in today’s business environment. Prof. Friedli has published extensively in several journals and books, five of them with Springer. Philipp Osterrieder graduated in Mechanical Engineering from the Technical University of Munich (Germany) and earned his PhD at the Institute of Technology Management, University of St.Gallen (Switzerland). His research focuses on the organizational integration of smart service activities in manufacturing companies. Moritz Classen graduated in Industrial Engineering and Management from the Karlsruhe Institute of Technology (Germany). He is currently a Research Associate at the Institute of Technology Management, University of St.Gallen (Switzerland). His researchfocuses on marketing, selling and pricing approaches for smart services.