Exploring the role of E-maintenance for value creation in service provision

Technological innovations has always played an important role in economic growth and industrial productivity, but they have also potential to influence service industry. In particular, they can offer support to the process of servitization in manufacturing companies. This article presents a study regarding the prospective value that different technological innovations can offer to maintenance service provision. A review of different baseline technologies and a categorization of several types of E-maintenance tools and applications has been carried out in order to understand the new functionalities that can potentially bring to the provision of smart maintenance services. Moreover, a value analysis method for representing the contribution of tool categories to several value dimensions is presented here. This method can be used for identifying the best technological solution, matching both customer value and provider value, i.e. conforming a win-win situation for the parties involved in the service provision. Some preliminary results based on a survey are eventually given as a first test of its applicability.