Developing a maturity model for service systems in heavy equipment manufacturing enterprises

• There is no common understanding of service systems in industry goods companies.
• We develop a maturity model (MM) for appropriate IS support of service systems.
• The model is structured along integrating service offerings into the business model.
• The MM measures performance and installed base management (organisational elements).
• IT elements are mobile workforce management, data integration and data quality.

Heavy equipment manufacturing firms are increasingly challenged by the integration of service planning and execution in their established product-centred information systems (IS) environment. Despite a few standardisation efforts, there is no common understanding of service systems in industry goods companies and the corresponding requirements for the appropriation of information systems. We address this need by developing a maturity model. The design of the model is grounded in extant literature, focus group and case study research involving eleven organisations over 1.5 years. The evaluation confirms that the maturity model makes a novel and useful contribution to the design of service systems.