IoT platform-enabled decision-making for maintenance service delivery in PSS context: a case study

Nowadays, being able to guarantee high performance of the assets sold and be responsive to a maintenance request is considered fundamental to keep lasting relationships with customers, especially in a product-service system (PSS) scenario, where service is an important part of the overall offering. Digitalisation offers manufacturers new possibilities for monitoring (remotely) asset behaviour and intercepting failures before they happen. Thus, more and more manufacturing companies are setting up IoT platforms to collect data and offer services like remote monitoring and/or preventive/predictive maintenance. The paper discusses the case of an Italian manufacturing company that is using an IoT platform to improve its maintenance service offering. Moreover, implications related to the sustainability of the PSS operations and the effects that maintenance has on sustainability are investigated.