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

Ville Ojanen, Toni Ahonen, Markku Reunanen, Jyri Hanski

    Research output: Contribution to journalArticleScientificpeer-review

    6 Citations (Scopus)

    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 service portfolio of an industrial solution provid
    Original languageEnglish
    Pages (from-to)368-391
    Number of pages24
    JournalInternational Journal of Innovation and Sustainable Development
    Volume6
    Issue number4
    DOIs
    Publication statusPublished - 2012
    MoE publication typeA1 Journal article-refereed

    Fingerprint

    Asset management
    Sustainable development
    Availability
    Quality function deployment
    Purchasing
    Energy conservation
    Customer value
    Sustainability
    Economics

    Keywords

    • Asset management
    • Availability
    • Customer value
    • Industrial service
    • Maintenance
    • QFD
    • Quality function deployment
    • Service development
    • Solution management
    • Sustainability
    • Value assessment

    Cite this

    @article{162398efd1974a4c8397a751793e5e20,
    title = "Towards availability and sustainability in customer value assesment 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 service portfolio of an industrial solution provid",
    keywords = "Asset management, Availability, Customer value, Industrial service, Maintenance, QFD, Quality function deployment, Service development, Solution management, Sustainability, Value assessment",
    author = "Ville Ojanen and Toni Ahonen and Markku Reunanen and Jyri Hanski",
    note = "Project code: 17169",
    year = "2012",
    doi = "10.1504/IJISD.2012.050866",
    language = "English",
    volume = "6",
    pages = "368--391",
    journal = "International Journal of Innovation and Sustainable Development",
    issn = "1740-8822",
    publisher = "Inderscience Publishers",
    number = "4",

    }

    Towards availability and sustainability in customer value assesment of asset management services. / Ojanen, Ville; Ahonen, Toni; Reunanen, Markku; Hanski, Jyri.

    In: International Journal of Innovation and Sustainable Development, Vol. 6, No. 4, 2012, p. 368-391.

    Research output: Contribution to journalArticleScientificpeer-review

    TY - JOUR

    T1 - Towards availability and sustainability in customer value assesment of asset management services

    AU - Ojanen, Ville

    AU - Ahonen, Toni

    AU - Reunanen, Markku

    AU - Hanski, Jyri

    N1 - Project code: 17169

    PY - 2012

    Y1 - 2012

    N2 - 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 service portfolio of an industrial solution provid

    AB - 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 service portfolio of an industrial solution provid

    KW - Asset management

    KW - Availability

    KW - Customer value

    KW - Industrial service

    KW - Maintenance

    KW - QFD

    KW - Quality function deployment

    KW - Service development

    KW - Solution management

    KW - Sustainability

    KW - Value assessment

    U2 - 10.1504/IJISD.2012.050866

    DO - 10.1504/IJISD.2012.050866

    M3 - Article

    VL - 6

    SP - 368

    EP - 391

    JO - International Journal of Innovation and Sustainable Development

    JF - International Journal of Innovation and Sustainable Development

    SN - 1740-8822

    IS - 4

    ER -