Starting from the assumption that the ICT support can be considered as an enabling factor for the servitization of manufacturing, this paper investigates the ICT and web 2.0 support in improving the efficiency of the service provision in the Capital goods sector, taking evidence from the analysis of an Italian sample. In the reference sector, an efficient management of the after-sale service is hard to achieve due to the high level of collaboration and integration within the different organizational units, IT systems and processes deployed along the service supply chain. For these reasons, a tactical tool to support practitioners in this sector in the adoption of the right technological solutions able to im-prove the management of their service business could be considered of great relevance. The research presented in this paper is a first step towards the de-velopment of this tool being based on the analyzed sample only. Further vali-dation and generalization is thus called for.
ICT tools to support capital goods manufacturers in the service management: trends and opportunities from the analysis of an Italian sample
CORTI, DONATELLA;PORTIOLI STAUDACHER, ALBERTO;ROSCIO, SYLVIE
2011-01-01
Abstract
Starting from the assumption that the ICT support can be considered as an enabling factor for the servitization of manufacturing, this paper investigates the ICT and web 2.0 support in improving the efficiency of the service provision in the Capital goods sector, taking evidence from the analysis of an Italian sample. In the reference sector, an efficient management of the after-sale service is hard to achieve due to the high level of collaboration and integration within the different organizational units, IT systems and processes deployed along the service supply chain. For these reasons, a tactical tool to support practitioners in this sector in the adoption of the right technological solutions able to im-prove the management of their service business could be considered of great relevance. The research presented in this paper is a first step towards the de-velopment of this tool being based on the analyzed sample only. Further vali-dation and generalization is thus called for.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
