Performance Measurement of Industrial Services

Due to increased global competition as well as decreasing product margins industrial services are becoming increasingly important also in manufacturing companies. In parallel, the complexity of the service networks necessary to perform the different services continuously rises, leading to major challenges for these companies. In order to meet these challenges, companies rely on improved transparency. An important tool to achieve this is the introduction of KPIs to measure the performance of industrial services. In this paper we present results of an ongoing research project and describe the essential performance dimensions that must be considered for the planning and control of industrial service networks.