Simulation-based service process benchmarking in product-service ecosystems

Abstract

Increasing market competition leads to a differentiation of service providers by offering hybrid services as value added services. In product-service ecosystems the effectiveness of cross-company business processes constitutes a major competitive factor. In this paper, we present a procedure model for simulation-based process benchmarking in the domain of industrial service procurement. In focus are cross-company business processes in service networks in bilateral collaboration scenarios of service providers and service consumers. A systematic analysis of performance indicators measures reveals weaknesses and potential for improvement. A set of hands on uses cases realizes validation and evaluation of yielded benchmarking results. © IFIP International Federation for Information Processing 2013.