Service Performance Monitoring and Control Toolset

AbstractAs service sectors in manufacturing companies become more and more important, Performance Indicators (PIs) will need to be taken into further consideration in order to assess the efficiency and effectiveness of service performances. Hence, PIs are designed to help the organizations and decision makers to better understand how well they are performing in relation to their strategic, tactical and operational goals. While keeping in mind that services are contributing more and more to rise an enterprise turnover, measuring and controlling their performances plays an important role in turning company strategic objectives and goals to reality. It is essential for a company to determine the most significant indicators, how they are related to the formulated company goals and how they depend on performed activities. In this respect, the purpose of this paper is to lay out a method for generating and selecting the PIs related to particular service system requirements.This paper defines an overall PI Toolset which has been developed specifically for Virtual Manufacturing Enterprise (VME) but could also be used for a single enterprise and for a wider set of enterprises in cooperation with additional bodies (e.g. Labs, Industrial associations, universities, etc…). Especially, PI Toolset could be adopted by VMEs in order to improve the management of the service system they want to create through the specification and classification of precised use case objectives. After analyzing the state of the art in literature, a new approach has been developed which provides both a governance methodology and a list of relevant PIs for services. Actually, the proposed PI Toolset may help enterprises in selecting the activity to be monitored, controlled and measured through appropriate PIs. The proposed method essentially consists of a guideline to design, implement and classify effective PIs related to an enterprise's goals and objectives