Monitoring and controlling in an industrial service ecosystem

Abstract

Industrial companies usually have a defined product development process, but they lack a sufficiently defined service development process as found in traditional service companies [1]. Many firms recognize that the existing corporate structures and processes do not allow for efficient development and market positioning of innovative services. In addition, they are faced with the problem of being poorly equipped with appropriate approaches, methodologies and tools for an efficient development of services. Other problems can include the high complexity of services, missing organizational structures, lack of innovative climate and inadequate qualifications [1], [2]. It should be emphasized at this point that the lack of service performance assessment and monitoring is the cause of errors, redundancy and duplication of work between the main actors of industrial service ecosystem [3]. In this respect, the purpose of this paper is therefore to lay the foundations for a monitoring and controlling framework related to an industrial service ecosystem. These foundations are based on establishing methods and tools to select, identify and use proper KPIs within an industrial service ecosystem. Accordingly, monitoring framework will support enterprises to control their goals and decision-making processes within the industrial service ecosystem while providing them a monitoring cockpit.