eThesis - Kauppakorkeakoulun sähköiset gradut

AALTO UNIVERSITY SCHOOL OF ECONOMICS ABSTRACT Department of Information and Service Economy 29.12.2011 Master’s thesis John Westwood

ABSTRACT

Objectives of the Study

The objective of this study is to explore the current use of installed base information and the resultant benefits through its use in industrial capital equipment manufacturing companies in their after sales service operations. The results of this exploration are the identification and characterization of benefits of installed base information use in after-sales service operations, and the mechanisms which drive or hinder these benefits.

Academic background and methodology

This study was carried out as a qualitative multiple case study with five manufacturing companies, analyzing their current installed base information systems, the resulting benefits, and the mechanisms related to benefit realization. This study utilized existent literature on the use of installed base information in after-sales field services and industrial field services in capital equipment manufacturer’s service operations.

Findings and conclusions

It was found that there are common benefits realized through the use of installed base information across the case companies involved in this study. Increased reliability and faster service provisioning are mentioned by all case companies as realized or expected benefits of installed base information use. However, it was also found that the utilization of installed base information is still in its infancy and will take time to develop into successful systems and realized benefits.