Strategic Servicification — A Quality based approach beyond Service-Engineering

In order to provide hybrid Service-Product-Solutions, especially small and medium sized companies face challenges regarding the adaption of business processes and structures to new tasks in customer interaction and solutions improvement. The basic philosophy of the Aachen Quality Management Model is to harmonise corporate skills with strategic objectives in order to achieve a highest possible overlap with customer requirements. A systematic approach is presented which demonstrates the use of methods to identify customer needs, to compare them with the companies skills in order to fulfil these and to use change management and customer information to improve the strategic orientation of the so-called hybrid producer.