Towards availability and sustainability in customer value assessment of asset management services

Abstract

Purchasing a solution is an asset management option for a customer of industrial maintenance solution providers. It needs to be justified, e.g. by achieving energy savings or increasing the availability of a production system. Therefore, the value elements of such solutions should be identified and quantified wherever possible. Although research on customer value in product, service and solution management has clearly increased in recent years, a common understanding of comprehensive value assessment in industrial service management is as yet incomplete. In our paper, we present an integrated methodology for assessing the value of asset management services. The approach combines a qualitative service-oriented Quality Function Deployment (QFD) method with a quantitative method for assessing the customer value including availability and economic sustainability elements. The utilisation of the approach is illustrated by means of a real-world case study of a value-based assessment and development of the servi...