The manufacturing industry is turning their attention from a solely product orientation view, to the creation of new value-adding services in order to increase their after-sales business. In this thesis, a case study was conducted in order to examine a manufacturing industry in their process of developing value-adding services. By exploring their processes in service delivery and studying their introduction of ordering and sales management systems in their service distribution, the aim was to visualise the dimensions of a service system and how it changes with the introduction of a specific new technology.
This study has shown that the introduction of ordering systems, changes the relationship between the provider and the receiver, through the decrease of physical visits at the clients’ site, with the consequence that the close relationships between the provider and its receivers can vanish. Furthermore this study shows that ordering systems affects the service system, through intertwining the technology and shared information. As the characteristics of the new technology ordering and sales management systems enables new ways of information sharing and thereby becoming how the information between the provider and receiver is shared. Additionally, this study shows that in order to co-create value in a service system, the provider has to bear full responsibility in coming up with an acceptable value proposition and for the clearness in presenting the value proposal to the receiver.
This study is prepared for the implementation of the ordering and sales management system in Rolee Bakeshop at philbank blds. P. Acharon Blvd. General Santos City. This led me to problems like the manual time-consuming record of documents, ordering errors and difficulty in data retrieval. The basic advantages of the proposal system are to make the process fast and well-organized which means that they can process much more quickly than humans. The ordering...
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