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An Approach for a Quality-Based Test of Industrial Smart Service Concepts

Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 787)

Abstract

Using machine data for improving the service business offers new potentials for differentiation to manufacturing firms. However, the development of industrial Smart Service concepts is a rather complex task: Different elements (e.g. technologies, digital services and personal services) have to be considered together and customer requirements for these new offers are often unknown. In this context, testing the newly developed Smart Service concepts can help manufacturing companies to avoid development failures and to ensure their value. The focus of our paper is to introduce a new approach for testing industrial Smart Service concepts on their perceived quality for potential customers. The approach includes a process model, an evaluation framework that includes criteria derived from existing approaches and specific Smart Service items.

Keywords

Smart Services Service testing Industrial engineering Perceived quality Digitalization Servitization 

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Copyright information

© Springer International Publishing AG, part of Springer Nature 2019

Authors and Affiliations

  1. 1.Fraunhofer-Institute for Industrial Engineering IAOStuttgartGermany

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