MANAGING AND CONTROLLING PROCESSES IN PRODUCT- BASED SERVICE NETWORKS

The increasing importance of the service provision within manufacturing companies calls for the introduction of a proper system of governance and control along the overall product-based service chain. The literature dealing with product support services is highly fragmented and contributions considering the whole supply chain or network are very scarce. This paper aims at filling this gap by proposing a conceptual performance measurement model for a product-based service network. Different set of performance indicators are developed depending on the type of assistance process (passive, collaborative and “turn-key”). The management perspective is extended from one company to a whole service network and a brief application case allows to clarify how the model can be applied to different actors. A higher number of case studies would be useful to further develop and complete the model