Workshop - Managing Service Operations

On the 14th of March from 09:00 to 14:00 we invite all interested companies to the final project workshop "Managing Service Operations using Process Reference Model" at the Arabella Sheraton Airport Hotel in Düsseldorf.

In this Workshop we will present an integrated set of tools & methods for industrial services like Logistics (3PL) or Maintenance including process models, service
performance measurement systems and simulation models to enhance service operations & concentration on core competencies.

In addition to project results, case studies with external companies will be presented to highlight the potential unleashed by using results from InCoCo-S. Learn from what SKF, ABB, Moventas, DHL have to say about InCoCo-S Reference Model.

If you are interested in joining our Workshop, please click on the link "Registration for Workshop: Managing Service Operations" and print out the last page. Afterwards fill in relevant information and send it to us as a fax. The participation is free of cost. Please be aware, that registrations are limited to first 50 persons only on a first come first serve basis.

Registration for Workshop: "Managing Service Operations"

Current Activities
The InCoCo-S started successfully into its 2nd period.

Right now, three workpackages are in the focus of current activities.

First of all, workpackage three is being finalized by validating all of identified Coordination & Collaboration Best-Practices in the service domain.

Furthermore, in workpackage 4 a comprehensive Service Performance Measurement System (SPMS) is developed which incorporates a sophisticated pool of more than 300 indicators. By using a two dimensional approch, indicators can be identified quickly. Therefore, three perspectives were elaborated, as followed: Service Encounter, Service Process and Service Object. To ensure a consolidation of all the performance indicators, the allocation of those is splitted into three levels.
Current activities are facing the interdependencies of each of the incators and the validation of the developed SPMS so far.

Right now, workpackage 5 is dealing with a simulation model of the InCoCo-S reference modell. This workpackage started recently.

Project summary
Participation in a global economy drives manufacturing organizations to effectively integrate diverse participants & their resources into a synthesized activity & make use of available assets efficiently, even though the resulting business structures possibly cross the boundaries of international markets & legal, technical & cultural areas. The European manufacturing industry strongly relies on external services & consumes nearly 30 % of the intermediate output of business related services (BRS). Services (which account for nearly 70% of GDP for EU & 55% employment), are currently lagging behind in productivity compared to developments in US. At the same time, the future employment in the sector is threatened by a de-localization of BRS jobs – from call centres to IT services. European BRS sector is at the risk of losing markets, if the European research community is not able to provide better frameworks tackling the problems being faced. This would in particular be to the detriment of the industrial sectors, which are all dependent on the availability of a top class service infrastructure.

Despite the importance of BRS, service providers & their customers are facing tremendous problems in synchronizing the business processes & facilitating collaboration. The key challenges for the service - supply chain domain can be categorized as a) enabling coordination by synchronization of business processes & information, b) developing metrics for performance measurement, c) advanced support for decision making & finally d) encapsulation of these developments into standards for the service sector.

The existing business / coordination models and models for benchmarking the performance of coordination strategies in supply chain are not applicable to services in the supply chain because of the very typical – often intangible – characteristics are not considered. The standards & frameworks from various initiatives like SCOR, CPFR & VCOR have described the business interactions between the members of the supply chain, but have not addressed the issue of integration of services in the traditional supply chain.

Within this context, the IMS InCoCo-S initiative is proposed to enhance the European leadership in the service - supply chain domain by enabling coordination models & standards. The European module of InCoCo-S being presented in this proposal specifically focuses on operation & integration of BRS in supply chains. Figure 1 shows the focus of InCoCo-S & outlines how the SCOR reference architecture as one de-facto standard of supply chain serves as the basis for the specification of the four business cases addressed in InCoCo.

Figure 1: Scope of InCoCo-S: Integration of Service – Supply Chains

More specifically, the European module of InCoCo-S is structured along those services that substitute operations functions related to 1.“Source” perspective such as Just in Sequence Delivery Services, 2. “Make” perspective such as Embedded Systems Enabled Remote Maintenance & Asset Efficiency Control services & 3. “Deliver” perspective such as Customized Outbound Packaging & Quality Control. InCoCo-S adapts this general view of manufacturing supply chain activities & supporting services & their interrelations as a general framework for further development.

InCoCo-S will advance the existing body of scientific knowledge in the production & service domain by addressing the following research questions:

1. What are the mechanisms of coordination in the service - supply chain & what are the structures needed to satisfy multiple stakeholder goals? Key challenge is to design new coordination models supported by enhanced information system to enable innovation & integration.

2. Further, InCoCo-S will identify the impact of integration of embedded sensor systems with remote control into the existing decision-making process & information system. Goal is to answer: How the mechanisms of coordination can be improved by the integration of embedded sensor systems with remote control & existing information systems within a dynamic context?

3. In terms of measuring the performance of the individual partners & the impact on the complete supply chain, InCoCo-S will design new metrics for the domain. Key research challenge is to answer: How do support services activities & performance impact supply chain performance over the life cycle & what are the relevant performance drivers & measures?

4. Overall goal of InCoCo-S is to support the service - supply chain in the process of decision making by using the new coordination models & information systems. The research goal here is to explore how the findings of InCoCo-S can be embedded into managerial decision tools to increase innovation in decision making, facilitate extended coordination, learning & training.

5. Finally, InCoCo-S will explore how these supporting services activities, functions, interdependences & their distinct characteristics can be standardized & integrated into the existing standards such as SCOR.

In order to answer to these questions & achieve the stated objectives, InCoCo-S will address the following unique components which have not been dealt so far in the service-supply chain:

1. Development of an innovative business model / framework encapsulating the:
• Different business processes, their interdependences & information flows
• Performance metrics for assessing the performance of service providers

2. Make use of the reference model for radical breakthrough & innovation which enables:
• The application of embedded sensor systems to optimize remote connectivity
• Synchronizing of decision support systems in integrated service - supply chain systems.

3. Development of a collaboration tool gaming environment to facilitate
• A planning & decision making tool in an integrated & multidisciplinary environment.
• To force innovation & learning in multi stakeholder manufacturing & services networks &
• To be applied in professional development & training for the stakeholders involved.

4. Fully integrate linkages in InCoCo-S a) from & to SMEs, b) from & to Eastern European Countries including Russia, & c) from & to the European Manufacturing industry in order to specify industrial & societal requirements & evaluate outcomes in a comprehensive context.

The overall goal of InCoCo-S is to enhance European leadership in manufacturing systems development. The objective is to develop a set of methods that significantly improve the overall performance of both regional European & internationally operating production systems through synchronized & well coordinated integration of the different supporting services into supply chains.

The developments in InCoCo-S will lead to a new reference architecture for service - supply chain will facilitate integration in this sector. InCoCo-S is backed by a strong consortium with a high degree of complementarily and mutual support in respect of research activities and industrial participation.

The research components outlined above constitute the European module of the international IMS InCoCo-S initiative, which links modules in the IMS regions USA, Australia, & Switzerland with this European module. While activities in the Swiss region enhance the European activities, the USA consortium focus on the integration of supporting services & its relevance in interregional global manufacturing chains, & the Australian consortium focuses on the lateral integration of networked supporting services in the production chain.

InCoCo-S Project Structure

-D1.1 Project Management Handbook including QRM Guidelines (confidental)
-D1.2 Periodic Activity Report (confidental)
-D1.3 Periodic Management Report (confidental)
-D1.4 Periodic report on the distribution of the Community’s contribution (confidental)
-D1.5 Interim Science and Society Reporting Questionnaire
-D1.6 Interim Reporting Questionnaire on Workforce Statistics
-D1.7 Interim Socio-Economic Reporting Questionnaire
-D1.8 Consortium Agreement for InCoCo-S (confidental)
*-D1.9 Publishable Final Activity Report
*-D1.10 Final Plan for Using and Disseminating the Knowledge
*-D1.11 Final Management Report
*-D1.12 Final Report on the Distribution of the Community’s Contribution
*-D1.13 Final Science and Society Reporting Questionnaire
*-D1.14 Final Reporting Questionnaire on Workforce Satistics
*-D1.15 Final Socio-Economic Reporting Questionnaire

-D2.1 Consolidated Supply Chain & Service Providers Survey Results
-D2.2 Training Workshops on SCOR Reference Model (confidental)
-D2.3 “As Is” Business Use Cases & Requirement Specification in the Service-Supply Chain domain for all the 4 business cases
-D2.4 Methodology to analyse Service Cost Driver (confidental)
-D2.5 Recommendation for a Collaborative PlanningInterface for Service-Supply Chains at the Master Planning Level of an APS
-D2.6 Design of S-SCOR Framework Structure(confidental)

-D3.1 Design of coordination mechanisms & collaboration strategies
-D3.2 Development of business processes for service – supply chain (confidental)
*-D3.3 Design of Information Systems for new business processes (confidental)
*-D3.4 Quantitative evaluation of new business processes & strategies

-D4.1 Formulation of the MoP for service – supply chain
-D4.2 Methodology to Measure the Performance of Systems and Development of Tools to quantify added value and to determine market pricing for different services
*-D4.3 Development of correlation between MoP’s
*-D4.4 Impact of new Measurement Systems on the Service – Supply Chain Performance
*-D5.1 Dynamic simulation model of business related service networks (confidental)
*-D5.2 Evaluation of different simulation runs
*-D5.3 Educational tool & "web-based gaming environment"

-D6.1 Enriched S-SCOR Reference model with new Business processes, information systems and measure of performance
-D6.2 Evaluation of S-SCOR Reference Model
*-D6.3 Standardization of S-SCOR Reference Model

*-D7.1 MIP Models for manufacturing/service SCs at the
Master Planning level
*-D7.2 Integrated Coordination / CSNS Module (confidental)
*-D7.3 Test results of the CSNS along the lines of the InCoCo Framework

-D8.1 Dissemination Plan for InCoCo-S
-D8.2 Project Web-Site
-D8.3 Exploitation / Use plan for InCoCo-S (confidental)
-D8.4 Report on Exploitation Activities (confidental)

* = not submitted to the EU commission yet

InCoCo-S Business Cases