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Author:Toikka, Anni-Kaisu
Title:Investointihyödykkeitä valmistavien yritysten kriittiset menestystekijät palvelusisällön laajentamisessa
Manufacturing companies' critical success factors in extending service offering
Publication type:Master's thesis
Publication year:2003
Pages:101+      Language:   fin
Department/School:Tuotantotalouden osasto
Main subject:Teollisuustalous   (TU-22)
Supervisor:Tanskanen, Kari
Instructor:Salminen, Antti
OEVS:
Electronic archive copy is available via Aalto Thesis Database.
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Location:P1 Ark Aalto     | Archive
Keywords:manufacturing companies' services
extended service offering
life cycle
supply and demand chain analysis
teollisuusyritysten palvelut
palvelusisällön laajentaminen
elinkaari
kysyntä- ja toimitusketjuanalyysi
Abstract (eng):The majority of manufacturing companies' products are reaching the end of their life cycles and companies have difficulties in maintaining their turnover and profitability.
This has been the main reason why companies have extended their service offering.
The objective of this Master's thesis is to identify the critical success factors and challenges that are related to the extension of service offering.

Based on the literature study, a framework is created for the empirical study.
Also a hypothesis concerning the critical success factors from the supplier's and customer's points of view is introduced.
The hypothesis is tested and adjusted during the empirical study, which is conducted as a constructive multiple case study.

Two different models for organizing the services are defined as well as three approaches for service business as a whole.
The study recognizes that the service offerings in manufacturing companies are still rather immature.
Also it is noted that moving the value offering point in the customer's demand chain is dependent on the maturity of the supplier company in service business.

Customer-oriented service development and analysis of the IT support requirements are suggested as further research topics.
Abstract (fin):Teollisuusyritysten tuotteet ovat pääosin hyvin kypsiä ja liikevaihdon ja kannattavuuden säilyttäminen on vaikeaa.
Tämä on saanut teollisuusyritykset laajentamaan tarjoomaansa palveluihin.
Diplomityössä tutkitaan, mitkä ovat kriittiset menestystekijät ja haasteet palvelusisällön laajentamisessa.

Kirjallisuustutkimuksen pohjalta kehitettyä viisiportaista tarkasteluviitekehystä sovelletaan konstruktiivisena case-tutkimuksena toteutettavassa empiirisessä osassa.
Siinä testataan ja tarkennetaan myös luotua hypoteesia kriittisistä menestystekijöistä palvelusisällön laajentamisessa asiakkaan ja toimittajan kannalta.

Tutkimuksessa tunnistetaan kaksi erilaista palvelutarjonnan mallia sekä kolme erilaista lähestymistapaa itse palveluliiketoimintaan.
Tutkimuksessa todetaan teollisuusyritysten palvelutarjonnan olevan vielä pääosin kehittymätöntä ja havaitaan lisäksi, että palveluiden tarjontapisteiden siirtäminen asiakkaan kysyntäketjussa riippuu olennaisesti yrityksen kypsyydestä palveluyrityksenä.

Jatkotutkimuskohteiksi ehdotetaan yrityksen asiakaslähtöisen palveluiden kehittämisen sekä palveluiden vaatiman tietojärjestelmätuen analysoimista.
ED:2003-03-13
INSSI record number: 19426
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