Share This Article:

Simulation Based Prospective Productivity Assessment of Complex Services

Abstract Full-Text HTML Download Download as PDF (Size:281KB) PP. 36-40
DOI: 10.4236/ib.2013.53B008    3,572 Downloads   4,477 Views   Citations


Although services play a crucial role in developed countries, service productivity management is not as much researched as productivity management in production systems. Especially complex, knowledge intensive service systems have specific characteristics that have to be considered, in order to comprehensively evaluate their performance. A novel productivity model considering quantitative as well as qualitative aspects from both customer and provider side lays the foundation for a simulation based prospective productivity assessment of complex services. The paper concludes by presenting a use case scenario from the chemical industry.

Conflicts of Interest

The authors declare no conflicts of interest.

Cite this paper

A. Petz, S. Duckwitz, S. Mütze-Niewöhner and C. M. Schlick, "Simulation Based Prospective Productivity Assessment of Complex Services," iBusiness, Vol. 5 No. 3B, 2013, pp. 36-40. doi: 10.4236/ib.2013.53B008.


[1] A. Donabedian, “The Definition of Quality and Approaches to Its Assessment,” Health Administration Press MI, Vol. 1, 1980.
[2] A. Parasuraman “Service Quality and Productivity: A Synergistic Perspective,” Managing Service Quality, Vol. 12, No. 1, 2002, pp. 6-9. doi:10.1108/096045202104
[3] A. Petz, S. Duckwitz, C. Schmalz, S. Mütze-Niew?hner and C. M. Schlick, “Development and Evaluation of a Novel Service Productivity Model,” Proceedings of the 5th CIRP International Conference on Industrial Product-Service Systems, Bochum, Germany, 14-15 March, 2013, pp. 383-394.
[4] A. Wölfl, “Productivity Growth in Service Industries,” OECD Science, Technology and Industry Working Papers, OECD Publishing, 2003. doi:10.1787/086461104618
[5] C. Grönroos and K. Ojasalo, “Service Productivity towards a Conceptualization of the Transformation of Inputs into Economic Results in Services” Journal of Business Research, Vol. 57, 2004, pp. 414-432. doi:10.1016/S0148-2963(02)00275-8
[6] H. Corsten and R. Gössinger, “Dienstle is Tungs Management,” 5th Edition, Oldenburg Verlag, München, 2007.
[7] H. Stachowiak, “Modelle – Konstruktion der Wirklichkeit, ” Wilhelm Fink Verlag, Munich, 1983, pp. 130-133.
[8] J. Banks, “Handbook of Simulation,” John Wiley & Sons Ltd., Atlanta, 1998. doi:10.1002/9780470172445
[9] J. Fitzsimmons and M. Fitzsimmons, “Service Management: Operations, Strategy and Information Technology,” 7. Edition, McGraw-Hill, London 2011.
[10] J. Güthoff, “Qualität Komplexer Dienstleistungen,” Ph. D. Thesis, Rostock University, Gabler, Wiesbaden, 1995.
[11] M. Bruhn and M.-O. Blockus, “Komplexität und Produktivität bei Dienstleistungen,” In: M. Bruhn, K. Hadwich, Dienstleistungsproduktivität: Management, Prozessgestaltung, Kundenperspektive, Gabler Verlag, Wiesbaden, Vol. 1, 2011, pp. 59-89.
[12] R. Johnston and P. Jones, “Service Productivity – Towards Understanding the Relationship between Operational and Customer Productivity,” International Journal of Productivity and Performance Management Vol. 53, No. 3, 2004, pp. 201-213. doi:10.1108/17410400410523756
[13] Rheinisch-Westfälisches Institut für Wirtschaftsforschung, “Potenziale des Dienstleistungssektors für Wachstum von Bruttowertschüpfung und Beschäftigung,” Final Report, RWI, Essen, 2008.
[14] S. D. Eppinger and T. R. Browning, “Design Structure Matrix Methods and Applications,” MIT Press, Cambridge, 2012.
[15] T. Gärtner, “Simulationsmodell für das Projekt- und ü ;nderungsmanagement in der Automobilentwicklung auf Basis der Design Structure Matrix,” Ph.D. Thesis, RWTH Aachen University, Shaker Verlag, Aachen, 2011.
[16] W. Hilke, “Grundprobleme und Entwicklungstendenzen des Dienstleistungs-Marketing,” In: W. Hilke, Ed. Dienstleistungsmarketing, Gabler, Wiesbaden, 1989.

comments powered by Disqus

Copyright © 2020 by authors and Scientific Research Publishing Inc.

Creative Commons License

This work and the related PDF file are licensed under a Creative Commons Attribution 4.0 International License.