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

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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",
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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

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AU - Ojanen, Ville

AU - Ahonen, Toni

AU - Reunanen, Markku

AU - Hanski, Jyri

N1 - Project code: 17169

PY - 2012

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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

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