Abstract
In many years’ service operations management literature has been focusing on advocating for customized service products for customers. The problem is that every customized product should be supported by a unique service operation. To increase the problem these services are often characterised by lack of structure and manual processes that run them. All this leads to lack of operational efficiency and lesser quality than can be achieved.
Although mass customisation techniques suggest solution for the trade off between customisation and efficiency for the manufacturing industry, no widely known concept has been introduced when it comes to after sales services. As mass customisation also generates customized products, the implications on after sale services like installation, training, routine maintenance, emergency repair, parts supply and software services are comparable to customised service products.
This research points out that service operations management should consider a new approach to services. It is suggested to include embedded configuration systems in product design and to modularise the service product assortment. The article points out that the solution basically incorporates finding the relevant decision variables, operationalization of these same and their internal mapping. At the end of the article two case studies are supplied to support the argumentation.
Original language | English |
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Title of host publication | Proceedings of the 2007 World Conference on Mass Customization & Personalization (MCPC) |
Publication date | 2007 |
Publication status | Published - 2007 |
Event | 4th International Conference on Mass Customization and Personalization - Extreme Customization - Cambridge, MA, United States Duration: 7 Oct 2007 → 10 Oct 2007 |
Conference
Conference | 4th International Conference on Mass Customization and Personalization - Extreme Customization |
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Country/Territory | United States |
City | Cambridge, MA |
Period | 07/10/2007 → 10/10/2007 |
Keywords
- After sales service
- Modularization
- Configuration