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.
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 PerspectiveFrom 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 todays 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.
