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Installed base information: Use and practices in industrial capital goods manufacturing companies

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dc.contributor Aalto University en
dc.contributor Aalto-yliopisto fi
dc.contributor.author Westwood, John
dc.date.accessioned 2012-05-16T01:30:39Z
dc.date.available 2012-05-16T01:30:39Z
dc.date.issued 2012
dc.identifier.uri https://aaltodoc.aalto.fi/handle/123456789/3513
dc.description.abstract 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. en
dc.format.extent 94
dc.language.iso en en
dc.title Installed base information: Use and practices in industrial capital goods manufacturing companies en
dc.type G2 Pro gradu, diplomityö fi
dc.contributor.school Kauppakorkeakoulu fi
dc.contributor.school School of Economics en
dc.contributor.department Department of Information and Service Economy en
dc.contributor.department Tieto- ja palvelutalouden laitos fi
dc.subject.keyword Installed base
dc.subject.keyword Installed base information
dc.subject.keyword After-sales service
dc.subject.keyword Industrial field services
dc.identifier.urn URN:NBN:fi:aalto-201205171717
dc.type.dcmitype text en
dc.programme.major Information Systems Science en
dc.programme.major Tietojärjestelmätiede fi
dc.type.ontasot Master's thesis en
dc.type.ontasot Pro gradu tutkielma fi
dc.subject.helecon tietojärjestelmät
dc.subject.helecon information systems
dc.subject.helecon tieto
dc.subject.helecon knowledge
dc.subject.helecon tietämyksenhallinta
dc.subject.helecon knowledge management
dc.subject.helecon käytettävyys
dc.subject.helecon usability
dc.ethesisid 12791
dc.date.dateaccepted 2012-05-14
dc.location P1 I
local.aalto.openaccess no
local.aalto.idthes 12791

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