DISEÑO DE SERVICIOS EN ULMA CONSTRUCCION

Abstract

This paper presents how an industrial company, Ulma Construcción, in collaboration with Mondragon Unibertsitatea, adapted service design concepts to its business reality. Ulma Construcción offers industrialized solutions for formwork and scaffolding to the construction sectors, working internationally and offering additional services such as project management, renting, selling, training or assembly. Construction sector has undergone a major transformation in a highly globalized market where services looming on the horizon can be seen as a key factor for differentiation. In this context, service design concepts, typically related to consumer sector, have been applied and adapted for this specific industrial reality. Most service design theory has been developed within the consumer sector and practitioners can find different methods and tools in this field. However, service design seems to be embryonic for industrial sector. Therefore, methods and tools proved to be valid in consumer sector need to be adapted to industrial companies.