Product and Service Management Implementation Maturity Assessment – A Literature Review. A Proposal for a Maturity Assessment Framework
Product and Service Management Implementation Maturity Assessment – A Literature Review. A Proposal for a Maturity Assessment Framework

Author(s): Dimitrios Papadopoulos, Michael Glykas, Thaleia Dima
Subject(s): Social Sciences
Published by: Udruženje ekonomista i menadžera Balkana
Keywords: Product management process; Service management; Service quality; Process management; Operations management; Maturity assessment
Summary/Abstract: Maturity models use predetermined scales to evaluate the degree of implementation success as well as its progression. Benchmarking and comparison with other rival businesses operating in the same or related areas are frequently facilitated by the assessment. A specialized approach or an all-encompassing (organization-wide) approach might be used to evaluate maturity. The main subject of this paper is research on maturity evaluation as it relates to the product-service process. An examination of the literature on performance metrics used in the product-service management process. Any activity that takes place between the conception and development of a product and its delivery to a client is part of the process known as product-service management. Supply chain management, manufacturing, logistics, procurement, and customer service (including marketing, sales, and after-sales) are a few of these tasks. We present the Glykas Quality Compass (GQC), a mapping tool that helps organizations map all quality activities. It categorizes implementation initiatives into four primary groups: excellence awards, standards, techniques, and philosophies.

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