Service delivery process improvement using decision support systems in two manufacturing companies

Abstract The Product-Service Systems (PSS) offering is spreading on the market. Companies are becoming aware that selling bundles of products and services can create additional value for them and for the customers. Despite this, the provision of additional services not natively designed to improve products usage is not trivial. In fact, not only services must be correctly customized on the customers' necessities but also the way they are provided must be redesigned. An effective service delivery process is fundamental if companies want to create additional value from their service portfolio. The way they manage the phases leading to the service provision influences the way and the time required to deliver them. This work compares the service delivery process of two manufacturing companies headquartered in different parts of the world and selling products for the B2B market. The analyses performed on the service delivery processes highlighted how, despite the technological complexity the products, the management of the service delivery process is not automated, but it is still managed by humans without any Decision Support System (DSS) by the companies' service departments. For this reason, authors proposed improvements for the two service delivery processes through the introduction of DSS able to handle part of the process and, in turn, smooth them, shortening the time required to deliver services to customers and, so, increasing their satisfaction