Abstract. The paper summarises findings from an action research project on modularisation of industrial services. Based on literature about modularisation of physical goods and literature on modularisation of services, several research gaps are highlighted and appropriate approaches discussed. Module drivers addressing modularisation benefits are transferred to services. Interdependencies among service elements are presented. Research gaps on design opportunities of modular service products are addressed and possible analogies from modularisation of physical goods are introduced.

The importance of industrial service implies an increasing need for principles to design and manage the associated operations. This paper focuses on the information exchanges in globally decentralised service networks. It thereby emphasises cross-functional interactions from an operations strategy perspective. A balanced scorecard framework is then proposed in order to facilitate the implementation and controlling of the information operations. It was found that its application fosters the strategic coordination of the operational action in a decentralised service organisation.

Handling the complexity of Information Management (IM) is a very challenging issue-especially in global organizations. Such organizations consist of several entities with different strengths and weaknesses. They have to decide on common goals and agree on coordinated measures for improving their IM activities. However, many organizations lack the abilities to define and operationalize relevant goals. In addition, the complexity of existing measures makes it difficult for them to decide on those measures that are best suited for meeting their IM goals. This paper presents a methodology to structure goals and measures for improving IM. It starts on a strategic level and operationalizes both, goals and measures down to an application level. By considering human, organizational and technical aspects all relevant factors are included and interdependencies are highlighted. Organizations can benefit from the methodology since it supports the design of their IM activities and takes their specific strategies into consideration

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