The paper proposes a model for assessing the maturity of new service development (NSD) processes in manufacturing companies that offer product-services. The model adopts a five-stage scale on which key elements are evaluated according to the following dimensions: (1) the approach used to manage processes and projects (2) the use of specific resources, skills and tools (3) the involvement of customers, suppliers and other stakeholders and (4) the adoption of performance management systems. An empirical application of the model was carried out based on an inter-company workshop and in-depth interviews. Such a model allows not only to describe the maturity of NSD processes of a company but also to identify the main gaps and to prioritize improvement actions.

Service development in product-service systems: a maturity model / Mario Rapaccini; Nicola Saccani; Giuditta Pezzotta; Thomas Burger; Walter Ganz. - In: THE SERVICE INDUSTRIES JOURNAL. - ISSN 0264-2069. - STAMPA. - 33:3-4:(2013), pp. 300-319. [10.1080/02642069.2013.747513]

Service development in product-service systems: a maturity model

RAPACCINI, MARIO;
2013

Abstract

The paper proposes a model for assessing the maturity of new service development (NSD) processes in manufacturing companies that offer product-services. The model adopts a five-stage scale on which key elements are evaluated according to the following dimensions: (1) the approach used to manage processes and projects (2) the use of specific resources, skills and tools (3) the involvement of customers, suppliers and other stakeholders and (4) the adoption of performance management systems. An empirical application of the model was carried out based on an inter-company workshop and in-depth interviews. Such a model allows not only to describe the maturity of NSD processes of a company but also to identify the main gaps and to prioritize improvement actions.
2013
33:3-4
300
319
Mario Rapaccini; Nicola Saccani; Giuditta Pezzotta; Thomas Burger; Walter Ganz
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Utilizza questo identificatore per citare o creare un link a questa risorsa: https://hdl.handle.net/2158/784131
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