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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 thedoi:10.1007/978-0-387-74157-4_3 dblp:conf/ifip5-7/NobsMR07 fatcat:nmilwfjqqzfdxetjhseppqfif4