Scholarlink

Digital twins (DTs) can transform after-sales services by supplying real-time data, predictions and remote control, yet firms lack clear guidance on turning these features into business value. Anchored in explorative Business Process Management (BPM), this study develops a design-oriented taxonomy that links DT capabilities to revenue-focused process redesign. Using Nickerson et al.’s iterative method, we combined concepts from after-sales management, DT engineering and explorative BPM and refined them through three development cycles. The resulting taxonomy comprises seven dimensions, namely: Service Type, Customer Effort, DT Information Product, DT Media Format, DT Information Value and Customer-to-Process Interaction and Organisation-to-Process interaction. We demonstrated utility by classifying 30 automobile diagnostic and repair services for automobiles launched between 2016 and 2024. The study contributes (1) a taxonomy for DT-enabled after-sales and (2) a practical lens for determining high-value redesign opportunities.

错误：搜索内容不能为空，请输入英文关键词
错误：关键词超出字数限制，请精简
高级检索

A Taxonomy for Redesigning After-Sales with the Digital Twin from an Explorative Business Process Management Perspective

  • 会议论文

  • 发表日期：

    2026年

查看全文
  • Tennessee Schrage,
  • Barbara Dinter

摘要

Digital twins (DTs) can transform after-sales services by supplying real-time data, predictions and remote control, yet firms lack clear guidance on turning these features into business value. Anchored in explorative Business Process Management (BPM), this study develops a design-oriented taxonomy that links DT capabilities to revenue-focused process redesign. Using Nickerson et al.’s iterative method, we combined concepts from after-sales management, DT engineering and explorative BPM and refined them through three development cycles. The resulting taxonomy comprises seven dimensions, namely: Service Type, Customer Effort, DT Information Product, DT Media Format, DT Information Value and Customer-to-Process Interaction and Organisation-to-Process interaction. We demonstrated utility by classifying 30 automobile diagnostic and repair services for automobiles launched between 2016 and 2024. The study contributes (1) a taxonomy for DT-enabled after-sales and (2) a practical lens for determining high-value redesign opportunities.