Benchmarking of service processes in the area of Facility Management

Basic data for this project

Description

To solve customer problems, integrated goods and services, so-called product-service-solutions (PSS) are offered. Common manifestations are, e.g., the integration of mobile devices and communication services (communication solution), the integration of technical systems with services ranging from engineering to recycling (automation solution) or the integration of automobiles and financing and information services (mobility solution). The management of these PSS refers to the integration of processes in which the actors are involved during and after the provision. The project focuses on measuring the productivity of facility services, in light of the special characteristics of hybrid value creation. The focus is the productivity benchmarking of cleaning and maintenance processes of the company RWE facility services. The entire cycle of productivity benchmarking was conducted as a part of the joint implementation of the project. The aim was directing the actions of the company to make the service operations more productive. Besides, in the course of the project the involved students were taught in terms of research methods and presentation techniques.