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.
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