An Approach for a Quality-Based Test of Industrial Smart Service Concepts

摘要

Using machine data for improving the service business offers new potentials for differentiation to manufacturing firms. However, the development of industrial Smart Service concepts is a rather complex task: Different elements (e.g. technologies, digital services and personal services) have to be considered together and customer requirements for these new offers are often unknown. In this context, testing the newly developed Smart Service concepts can help manufacturing companies to avoid development failures and to ensure their value. The focus of our paper is to introduce a new approach for testing industrial Smart Service concepts on their perceived quality for potential customers. The approach includes a process model, an evaluation framework that includes criteria derived from existing approaches and specific Smart Service items.