Professional service organization in manufacturing firms: Adapting innovation routines for services context at Ericsson AB
2012 (English)Conference paper (Other academic)
Services are becoming an essential element of the global economy and have already taken majority of sales and profit share in many firms, particularly from the developed economies. This has also affected manufacturing firms to shift their focus from sole production towards services, or integrated services. The need to stay competitive in a service economy highlights the importance of service innovation for service firms or firms in transition to services. This paper is the result of more than half-a-year investigation at an international Professional Service Organization (the service organization of a manufacturing firm that has made a transition towards services for more than a decade). The organization (Ericsson-Business Unit Global Services) provides world-class engineering services to its customers within telecom and datacom (data communication systems) around the world.
This study aimed at bridging the gap in the service innovation literature, particularly in a Business to Business (B2B) context, where direct contact with customers seemed not only difficult on a daily basis for large multinational organizations, it might be also impediment in providing standardized services in a global scale without considering the inherent differences in the nature of services. Adapted managerial approaches were found critical to address challenges and requirements for the development of new services in this context. Further implications also included improvement proposals with regards to service lifecycle management, New Service Development (NSD) process as well as effective knowledge management systems to enhance organizational learning, knowledge sharing and replication of best practices to leverage global-scale synergies in providing competitive services to the customers.
Empirical data for this study gathered through three phases of data collection, including two rounds of face-to-face interviews with service managers, and two separate surveys covering more than 300 respondents from employees in different branches of the company worldwide. The acquired data were then synthesized in connection with extant literature reviews within service and innovation literature.
Place, publisher, year, edition, pages
2012. 68-69 p.
Service Innovation, New Service Development (NSD) process, NSD effectiveness, Service Typology, Knowledge Management/Knowledge Sharing in Services, Service Characteristics
Other Engineering and Technologies not elsewhere specified
IdentifiersURN: urn:nbn:se:liu:diva-86774OAI: oai:DiVA.org:liu-86774DiVA: diva2:582221
28th European Group for Organizational Studies (EGOS) Colloquium, Helsinki, Finland, July, 2012