Establishing Key Performance Drivers for through Life Engineering Services

AbstractMany companies are moving from a goods-dominant logic in which products are made and sold for an economic exchange purpose to a service-dominant logic in which value is co-created with key stakeholders and determined in use. This paper describes the work generated in collaboration with companies from a broad range of industrial sectors with the aim of developing a generic value map for Through-Life Engineering Services (TES).The key research question addressed is how a generic value map for TES should be described in order to represent capture of value in use, and stakeholders value generation for the TES service provider. This question has been addressed by conducting an in depth review of current literature on servitization and concepts that should be rethought in this new logic; by interviewing professionals from different companies and backgrounds; and finally by validating the draft map and collecting practical insights in an industrial workshop.The results offer valuable knowledge both for academic and industrial application. The developed value map provides companies a framework consisting of a set of key value drivers, breakdown activities and major enablers, which most contribute to the generation of value for TES