Purpose

This paper aims to present a dual-perspective framework for maintenance service delivery that should be used by manufacturing companies to structure and manage their maintenance service delivery process, using aggregated historical and real-time data to improve operational decision-making. The framework, built for continuous improvement, allows the exploitation of maintenance data to improve the knowledge of service processes and machines.

Design/methodology/approach

The Dual-perspective, data-based decision-making process for maintenance delivery (D3M) framework development and test followed a qualitative approach based on literature reviews and semi-structured interviews. The pool of companies interviewed was expanded from the development to the test stage to increase its applicability and present additional perspectives.

Findings

The interviews confirmed that manufacturing companies are interested in exploiting the data generated in the use phase to improve operational decision-making in maintenance service delivery. Feedback to improve the framework methods and tools was collected, as well as suggestions for the introduction of new ones according to the companies' necessities.

Originality/value

The paper presents a novel framework addressing the data-based decision-making process for maintenance service delivery. The D3M framework can be used by manufacturing companies to structure their maintenance service delivery process and improve their knowledge of machines and service processes.

中文翻译：

---

维护服务交付中基于数据的决策：D3M框架

目的

本文旨在提出一种维修服务交付的双重视角框架，制造企业应使用此框架来构建和管理其维修服务交付过程，并使用汇总的历史和实时数据来改善运营决策。为持续改进而构建的框架允许利用维护数据来改善服务流程和机器的知识。

设计/方法/方法

维修交付（D3M）框架开发和测试的基于数据的双视角决策过程遵循了基于文献综述和半结构化访谈的定性方法。访谈的公司库从开发阶段扩展到测试阶段，以提高其适用性并提出其他观点。

发现

访谈证实，制造公司有兴趣利用在使用阶段生成的数据来改善维护服务交付中的运营决策。收集了改进框架方法和工具的反馈，并根据公司的需要提出了引入新方法的建议。

创意/价值

本文提出了一个新颖的框架，用于解决维护服务交付中基于数据的决策过程。制造公司可以使用D3M框架来构建其维护服务交付流程，并提高他们对机器和服务流程的了解。