Digital Twins in Field Services: Defining a Framework to Integrate Digital Process Twins into the Field Service Environment

The ongoing digitalization of industry has led to the emergence of digital twins (DTs). While DTs are well-researched in manufacturing, their impact on field service remains underexplored. This research addresses this gap by examining how DTs can support field service, focusing on the technical prerequisites, data availability, and the role of simulation. The study involved a literature review and interviews with industry experts, leading to the development of an end-to-end framework for DTs. The final project included constructing a digital process twin (DPT) inside the framework using a design science research framework. The findings are presented through five research papers and three case studies. The first paper provides a review of DTs, creating an enhanced taxonomy from 90 definitions. The second paper introduces the framework for using DTs in field services. The third paper proposes a development process for DPTs in field services, building on the framework. The fourth paper introduces a simulation model for reducing service trips, emphasizing the role of KPIs in decision-making. The fifth paper presents a DPT for waste management. The study highlights three critical aspects for successful DT implementation in field services: the development process, fidelity levels, and decision-support capabilities. It advocates for a nuanced and incremental adoption of DTs, emphasizing their strategic and operational value to organizations.