Information Sharing in Service Supply Chain

The aim of the present study is to achieve an understanding of the dynamic process of information sharing in service supply chain context, which is yet quite an unexplored theme in supply chain management (SCM). The conceptual framework is followed by a case study of the steel industry, which describes and analyzes the information sharing related to a service supply chain in maintenance operations. The service providers are offering business services to a large international steel manufacturer. Empirical findings were gathered through a qualitative study by using personal interviews and workshops with the key actors involved in the maintenance operations. Two different types of service providers are included in the study (maintenance-related planning and mechanical maintenance). A description of the kinds of information, phase, and the information sharing medium in the case supply chain dyads is provided.We consider six aspects that define the capabilities for information sharing in a supply chain: processes, information characteristics, information technology, practices/procedures for information sharing collaboration, and time aspects. These elements together with the needs for information sharing define the level of information integration in supply chain dyads. The level of information integration is then assessed in the two types of dyads. To develop information sharing in the case service supply chain, a more structured approach with commonly defined and documented procedures for information sharing and a shared centralized maintenance information system is suggested. The study justifies the need for information integration in business services and contributes to the limited research on information sharing in the context service supply chains.