The role of performance measurement in developing industrial services
Pekkola, Sanna; Saunila, Minna; Ukko, Juhani; Rantala, Tero (2016)
Post-print / Final draft
Pekkola, Sanna
Saunila, Minna
Ukko, Juhani
Rantala, Tero
2016
Journal of Quality in Maintenance Engineering
22
3
264-276
Emerald Group Publishing Limited
School of Business and Management
Kaikki oikeudet pidätetään.
© Emerald Group Publishing Limited 2016
© Emerald Group Publishing Limited 2016
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2019060618873
https://urn.fi/URN:NBN:fi-fe2019060618873
Tiivistelmä
Purpose - This study examines inter-organisational cooperation in delivering maintenance services, focusing on the level of maturity of this cooperation and the current role of performance measurement in evaluating its effectiveness. It also determines how performance measurement should be developed to support the needs of networked maintenance.
Design/methodology/approach - The empirical evidence is based on two cases of networks operating in the field of industrial maintenance. The first network operates in the energy industry, while the second operates in the mining industry. Both networks consist of machine supplier companies, performance partner companies and system supplier companies. A total of seven companies participated in workshops and interviews in 2013-2014.
Findings - As a result of the study, suggestions for improving the performance measurement of service value in maintenance are presented and a framework is offered that meets the needs of the customer, service provider and equipment provider. The significant innovation of the research is its combination of network, service and value perspectives in performance measurement by presenting a framework for measuring created value of cooperation.
Originality/value - The literature calls for new measurement models and frameworks that support the new management challenges. This research creates a framework for practical applications. The framework helps to identify possible development needs and increases our understanding of what is required when cooperation in a maintenance network deepens, moving from machine partner towards value partner.
Design/methodology/approach - The empirical evidence is based on two cases of networks operating in the field of industrial maintenance. The first network operates in the energy industry, while the second operates in the mining industry. Both networks consist of machine supplier companies, performance partner companies and system supplier companies. A total of seven companies participated in workshops and interviews in 2013-2014.
Findings - As a result of the study, suggestions for improving the performance measurement of service value in maintenance are presented and a framework is offered that meets the needs of the customer, service provider and equipment provider. The significant innovation of the research is its combination of network, service and value perspectives in performance measurement by presenting a framework for measuring created value of cooperation.
Originality/value - The literature calls for new measurement models and frameworks that support the new management challenges. This research creates a framework for practical applications. The framework helps to identify possible development needs and increases our understanding of what is required when cooperation in a maintenance network deepens, moving from machine partner towards value partner.
Lähdeviite
Pekkola S., Saunila M., Ukko J., Rantala T. (2016). The role of performance measurement in developing industrial services. Journal of Quality in Maintenance Engineering, vol. 22, issue 3. pp. 264-276. DOI: 10.1108/JQME-01-2015-0004
Kokoelmat
- Tieteelliset julkaisut [1523]