Service Performance Assessment: A PI Toolset Methodology for VEs - Advances in Production Management Systems: Innovative and Knowledge-Based Production Management in a Global-Local World - Part II Access content directly
Conference Papers Year : 2014

Service Performance Assessment: A PI Toolset Methodology for VEs

Alessandra Carosi
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  • PersonId : 991724
Mohammadreza Heydari
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  • PersonId : 991725
Christian Zanetti
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  • PersonId : 991726
Marco Taisch
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  • PersonId : 931901


Nowadays service sector is becoming more and more relevant in building successful collaborative economies. In this environment Virtual Enterprises (VEs) are forcing a change in the way traditional manufacturing systems are managed. Therefore measuring service performances plays an important role in turning company strategic goals into reality. Performance Indicators (PIs) consist in a supporting tool to assess service efficiency and effectiveness. Consequently, determining the most significant activities which need to be controlled and measured through proper PIs becomes essential. Within this paper, a PI Toolset is going to be presented and tested through industrial use case. The PI Toolset has been developed to support VEs in selecting significant activities, to manage governance processes and to support the design and implementation of specific PIs related to the precise use case objectives. Finally, a lesson learnt approach has been adopted so to stress strengths and weaknesses of both proposed methodology and tools.
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Dates and versions

hal-01387951 , version 1 (26-10-2016)


Attribution - CC BY 4.0



Alessandra Carosi, Mohammadreza Heydari, Christian Zanetti, Marco Taisch, Yves Ducq. Service Performance Assessment: A PI Toolset Methodology for VEs. IFIP International Conference on Advances in Production Management Systems (APMS), Sep 2014, Ajaccio, France. pp.691-698, ⟨10.1007/978-3-662-44736-9_84⟩. ⟨hal-01387951⟩
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