Browsing by Author "Torney, M."

Now showing 1 - 2 of 2
  • Thumbnail Image
    ItemOpen Access
    Framework for the Integration of Service and Technology Strategies
    (Cranfield University Press, 2009-04-01) Jühling, E.; Torney, M.; Herrmann, C.; Dröder, K.; Rajkumar Roy; Essam Shehab
    After sales service is a highly profitable business for manufacturers of technology-driven products. Due to this fact competitors want to share in high profit margins. At the same time after sales business has to deal with an increasing range of variants of products and technologies, shorter life cycles and changing customer demands. In spite of these manifold challenges, often neither after sales departments are involved in the early product development stage nor are customer demands and technical parameters considered in the service development processes entirely. Therefore an integration of service and technology strategies is necessary. This paper presents a framework for this integration that visualises the complex interdependencies and interfaces between service as well as product and motor vehicle workshop technologies.
  • Thumbnail Image
    ItemOpen Access
    Service Development and Implementation - A Review of the State of the Art
    (Cranfield University Press, 2009-04-01) Torney, M.; Kuntzky, K.; Herrmann, C.; Rajkumar Roy; Essam Shehab
    As service development is a complex and interdisciplinary issue, service research has been conducted in numerous disciplines and sectors. As a result, different approaches containing manifold models, methods, and tools with different foci have been developed and discussed in recent years. Due to the diverse nature of the approaches, it is a challenge for organizations to distinguish between them. Against this background, the aim of this paper is to propose a framework for classification and, based on the framework, to present an overview of the state of the art in the research field of service development and implementation.