Abstract
A study performed in summer 2008 has shown that manufacturing firms are more and more inclined to associate services around the product they deliver. Offers are proposed but not generalized as manufacturers encounter obstacles. The main one comes from the separation that exists between products and services which lead to define specific management tools and methods. Today, the economical context leads manufacturing firms to consider priorities managed by service providers and external elements coming from the customers. Moreover, manufacturers are obliged to consider products and services deliveries as a mixed activity. To respond to these problematics, we propose to use enterprise modeling methods to define the bases of a reference model of a mixed enterprise able to propose products and product services paying attention to specific management functions to ensure customer satisfaction.
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