Maintenance service process into different phases (Image: Mikko Kutvonen)

Designing Unified Service Encounters – Case of Outotec Maintenance Services Mikko Kutvonen

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  • In the past years industrial manufacturers have increasingly integrated service components into their offerings. One option for a manufacturing company is to offer maintenance services to prevent equipment failures. My thesis discovers how customer companies assess different aspects of the maintenance service. Part of this is creating a Service Guidelines Handbook that provides support to meet customer expectations. This is aimed at achieving a consistent and customer-centric service process and retaining a trusted customer relationship.

This work belongs to the theme New Rules. Explore more works from this theme:

Masters of Aalto made possible by:

Helsingin kaupunki Antalis DMP Elisa Experq Hjelt Foundations Martela RGB Teknos Teurastamo Unigrafia Viinitie

Environmental awareness plays a significant role in the production of Masters of Aalto.
The event utilises the EcoCompass system of the Helsinki Environment Centre.