Mapping service processes in manufacturing companies: industrial service blueprinting

Abstract

Purpose The purpose of this paper is to propose a process‐modelling method that is based on methods from both operations management (OM) and service operations management (SOM), which complies with the special requirements of servitised manufacturers. Design/methodology/approach After a comprehensive literature review of organisational change in servitised manufacturers, the requirements for modelling industrial services are established. In addition, existing business process‐modelling methods from OM and SOM are classified and related to these requirements. A modelling method that is adapted to the needs of servitised manufacturers is proposed, and the practical advantages of this methodology are explored in an exemplary case study of a machine tool manufacturer. Findings This paper suggests that existing instruments that have been developed within OM and SOM need considerable adjustment to comply with the needs of servitised manufacturers. Originality/value This paper contributes towards mastering the transition from the production of capital goods to the offering of entire solutions by outlining the special requirements of the process structure in a manufacturing company as it turns into a solution‐provider.