Continuous Innovations and Service Engineering in Total Service Solutions: A Case Study Exploring the Combination
2012 (English)In: Proceedings of the 13th CINet conferense, Rome, 16-18 September, Rome, 2012Conference paper, Presentation (Refereed)
This paper presents a case study containing five mini-cases within a service provider of complex hardware with long operation times, and the innovations needed to succeed in a transition process towards total service solutions. The study describes how a generic engineering approach towards total service solutions for business customers can be supported by continuous innovations to enable customization.
An important finding is that a journey towards being a substantial provider of total service solutions successfully can start with a radical innovation connected to the business model and continue with recombinative and formalization innovations to further build up the capabilities. The case indicates that a close cooperation with the customer is crucial and seems to increase the innovative performance. Some innovative solutions for structuring the offerings and the way of working have been identified in the case. Further, the case indicates the importance for a total service solutions provider to add more businesses and customers and continuously search for synergies between the different businesses.
Place, publisher, year, edition, pages
Other Engineering and Technologies not elsewhere specified
IdentifiersURN: urn:nbn:se:liu:diva-85227OAI: oai:DiVA.org:liu-85227DiVA: diva2:567145
13th International CINet Conference, Continuous Innovation Across Boundaries, 16-18 September 2012, Rome, Italy