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Gathering Production Processes of Services and Goods: Towards the Mixed Enterprise

  • Alix Thècle
  • Vallespir Bruno
Conference paper
Part of the IFIP – The International Federation for Information Processing book series (IFIPAICT, volume 257)

In 2003, the French government advised manufacturing enterprises to associate service to the product they manufacture in order to keep competitive and profitable. This service orientation represents a huge challenge that impacts organisation, management, and control of industrial firms but also people's focus and skills which must be less technology oriented but rather customer oriented. Here we focus on the organisation required to propose products and services at the same time. In this objective, this paper recalls the differences and similarities between goods and services characteristics, processes and problematic to provide in fine a functional and control grids of an enterprise able to propose to its customers a combined (good+service) offer or a simple one.

Keywords

Customer Relationship Management Control Grid Service Delivery System Industrial Firm Service Marketing 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© International Federation for Information Processing 2008

Authors and Affiliations

  • Alix Thècle
    • 1
  • Vallespir Bruno
    • 1
  1. 1.LAPS/GRAI University Bordeaux 1ENSEIRBcours de la liberationFrance

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