A1 Journal article (refereed), original research

Supporting the selection of value-driven performance measures in maintenance services - comprehensive value assessment

Publication Details
Authors: Ali-Marttila Maaren, Baglee David, Marttonen-Arola Salla
Publisher: Inderscience
Publication year: 2018
Language: English
Related journal or series: International Journal of Strategic Engineering Asset Management
Journal acronym: IJSEAM
Volume number: 3
Issue number: 2
Start page: 71
End page: 89
Number of pages: 19
ISSN: 1759-9733
eISSN: 1759-9741
JUFO level of this publication: 1
Open Access: Not an Open Access publication


Maintenance measures, such as Key Performance Indicators should align
with the strategic objectives. However, this is often not the case, as
mainly the cost dimension of services is measured. The field of
maintenance has evolved due to maintenance outsourcing and the rising
interest of equipment providers to join the service business. There is a
need for methods that improve communication between maintenance service
customers and service providers to ensure that other value dimensions
are recognized and measured. This paper proposes a preliminary framework
for integrating comprehensive value assessment into strategic
decision-making in maintenance service relationships. The empirical
findings based on an online-survey emphasize the fact that several
elements contribute to the value of maintenance services, but these
elements are in many cases not measured. Based on the ranking of
customers, a number of elements such as environmental safety, safety at
work, operator knowledge, reliability, and reputation of the service
provider should be included in the value assessments.

Last updated on 2019-13-03 at 12:00