Understanding the Interdependences Among Performance Indicators in the Domain of Industrial Services

摘要

Within the context of the EU-Project InCoCo-'S', one of the key aims is to standardize integrative industrial service processes in order to facilitate transparency on service operation performance and the resulting customer benefit. Therefore the Service Performance Measurement System (SPMS) has been developed in order to quantify both the efficiency and effectiveness of industrial service operation activities and to support the measurement of customers' benefit through industrial service activities. But performance indicators are only a measurable expression of the underlying system performance, a system which is ordinarily complex in nature. It follows, therefore, that it would be beneficial to understand the interdependences between performance indicators in order to better utilize them in evaluating the options for improvements in system performance and the monitoring of an often complex system. Based on a comprehensive literature review and making best use of the tools and expertise available to the InCoCo-S consortium, a process to develop an understanding of the interdependences between performance indicators was created and executed. The results provide both the service provider and the manufacturing customer with an insight into those performance indicators to be targeted for improvement actions and those better suited to monitoring.