E. Schweitzer
Institute for Manufacturing Technology and Production Systems, University of Kaiserslautern, Germany
J. C. Aurich
Institute for Manufacturing Technology and Production Systems, University of Kaiserslautern, Germany
Ladda ner artikel
Ingår i: Proceedings of the 2nd CIRP IPS2 Conference 2010; 14-15 April; Linköping; Sweden
Linköping Electronic Conference Proceedings 77:41, s. 323-329
Publicerad: 2012-10-11
ISBN: 978-91-7393-381-0
ISSN: 1650-3686 (tryckt), 1650-3740 (online)
Design and realization of services are affected by high individuality and high requirements of quality and productivity. To meet these requirements; numerous approaches have been developed in service research. Although these existing approaches allow a selective methodological support of service design and realization; concepts that transparently display the interrelations between existing approaches and thus allow a coordinated and standardized methodological support of service design and realization are not common. Furthermore; an organizational framework for service providing companies that enables staff to continuously improve both service quality and productivity on the job is missing. To close these gaps; the concept of process oriented production systems that evolved from companies producing physical goods represents a promising starting point. This paper therefore illustrates a framework for a process oriented production system for service providing companies.
[1] Bullinger; H.-J.; Meiren; T.; Service Engineering – Entwicklung und Gestaltung von Dienstleistungen. In: Bruhn; M.; Meffert; H. (Eds.); 2001; Handbuch Dienstleistungsmanagement; Gabler; Wiesbaden
[2] Jaschinski; C.; 1998; Qualitätsorientiertes Redesign von Dienstleistungen; Shaker; Aachen
[3] Spath; D. (Edt.); 2003; Ganzheitlich produzieren; Log_X; Stuttgart
[4] Scheer; A.-W.; Grieble; O.; Klein; R.; Modellbasiertes Dienstleistungsmanagement. In: Bullinger; H.-J.; Scheer; A.-W.; 2003; Service Engineering; Springer; Berlin
[5] Lasshof; B.; 2005; Produktivität von Dienstleistungen; Thesis; FernUniversität Hagen
[6] Bullinger; H.-J.; Schreiner; P.; Service Engineering: Ein Rahmenkonzept für die systematische Entwicklung von Dienstleistungen. In: Bullinger; H.- J.; Scheer; A.-W.; 2003; Service Engineering; Springer; Berlin
[7] Luczak; H.; 2000; Service Engineering – Der systematische Weg von der Idee zum Leistungsangebot; TCW-report; München
[8] Sontow; K.; 2000; Frühe Phasen des Service Engineering - Dienstleistungsplanung in Unternehmen des Maschinen- und Anlagenbaus; Thesis; RWTH Aachen
[9] Ramaswamy; R.; 1996; Design and Management of Service Processes – Keeping Customers for Life; Edison Wesley; Reading
[10] Luczak; H.; Liestmann; V.; Winkelmann; K.; Gill; C.; 2002; Service Engineering industrieller Dienstleistungen. In: Bullinger; H.-J.; Scheer; A-W. (Eds.); 2002; Service Engineering; Springer; Berlin
[11] Kleinaltenkamp; M.; Integrativität als Kern einer umfassenden Leistungslehre. In: Backhaus; K.; Günter; B.; Kleinaltenkamp; M.; Plinke; W.; Raffée; H. (Eds.); 1997; Marktleistung und Wettbewerb – Strategische und operative Perspektiven der marktorientierten Leistungsgestaltung; Gabler; Wiesbaden
[12] Kleinaltenkamp; M.; Dahlke; B.; Der Wert des Kunden als Informant – auf dem Weg zu einem „knowledge based customer value“. In: Günter; B.; Helm; S. (Eds.); 2003; Kundenwert – Grundlagen; innovative Konzepte; praktische Umsetzungen; Gabler; Wiesbaden
[13] Gurt; J.; Elke; G.; Zimolong; B.; 2008; Dienstleistungsmanagement: Erfolgsfaktoren Servicekultur und Commitment; wt Werkstattstechnik online; 98: 573-580.
[14] Stauss; B.; Engelmann; K.; Kremer; A.; Luhn; A.; 2007; Service Science – Fundamentals; Challenges and Future Developments; Springer; Berlin
[15] Eversheim; W.; Jaschinski; C.; Reddemann; A.; 1997; Qualitätsmanagement für Nonprofit-Dienstleister; Springer; Berlin; Heidelberg; New York
[16] Ohno; T.; 1998; Toyota Production System – Beyond large Scale Production; Productivity Press; Portland
[17] Liker; J. K.; 2004; The Toyota Way; McGraw-Hill; New York
[18] Herrmann; C.; Thiede; S.; Stehr; J.; Bergmann; L.; 2008; An environmental perspective on Lean Production; The 41st CIRP Conference on Manufacturing Systems; Tokyo; Japan; 26-28 May: 83-88.
[19] Cochran D. S.; Arinez; J. F.; Duda; J.W.; Linck; J.; 2001; A Decomposition Approach for Manufacturing System Design; CIRP Journal of Manufacturing Systems 20: 371-389.
[20] Donabedian; A.; 1980; The Definition of Quality and Approaches to its Assessment; Health Administration Press; Ann Arbor
[21] Grönroos; C.; 1982; Strategic Management and Marketing in Service Sector; Marketing Science Institute; Cambridge
[22] Parasuraman; A.; Zeithaml; V.; Berry; L. L.; 1985; A Conceptual Model of Service Quality and Its Implications for Future Research; Journal of Marketing 49: 41-50.
