Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Changing from a Product to a Process Perspective for Service Improvements in a Manufacturing Company
Propia AB, Norrköping, Sweden.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
2010 (English)In: The TQM Journal, ISSN 1754-2731, Vol. 22, no 1, 26-40 p.Article in journal (Refereed) Published
Abstract [en]

Purpose – The purpose of this paper is to investigate service improvements in a manufacturing context.

Design/methodology/approach – Action research at the gas turbine manufacturer Siemens was performed during a five-year period. In addition, 336 fault reports sent to the service division concerning severity, cost, and occurrence were analyzed.

Findings – When moving from a fire-fighting culture to a proactive culture, a company needs to change from a product to a process perspective. The benefit of changing from a product to a process perspective is the change in focus from reduction of internal costs to value creation through service delivery.

Practical implications – This paper shows how feedback from dissatisfied customers can be used as a driving factor in process improvements. Based on this knowledge, a company can select the most important Six Sigma projects to improve their service processes. The change from a product to a process perspective shows that traditionally the severity of almost 50 percent of all faults is underestimated.

Originality/value – The paper provides a number of fruitful insights on how to work with service improvements in manufacturing companies.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2010. Vol. 22, no 1, 26-40 p.
Keyword [en]
Service levels; Six Sigma; Feedback; Manufacturing industries
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-9933DOI: 10.1108/17542731011009603OAI: oai:DiVA.org:kau-9933DiVA: diva2:493443
Available from: 2012-02-08 Created: 2012-02-08 Last updated: 2013-10-24Bibliographically approved

Open Access in DiVA

No full text

Other links

Publisher's full text

Search in DiVA

By author/editor
Witell, Lars
By organisation
Service Research Center
In the same journal
The TQM Journal
Business Administration

Search outside of DiVA

GoogleGoogle Scholar

Altmetric score

Total: 72 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf