Network relationships play a significant role in the provision of servitized offerings. To date, little empirical research has been conducted to investigate the link between servitization and inter-organisational relationships. The objective of this doctoral thesis is to explore the implications of servitization on a manufacturer’s network. Particular emphasis is placed on the impact on the network structure and relationship attributes. An exploratory in-depth case study was conducted within the truck manufacturing industry using a multi-organisational perspective. An abductive research approach was adopted which was underlined by pragmatism. As part of this approach, 43 interviews were conducted in a total of 11 companies. The findings of the study suggest that managers need to be aware of the different customer needs, related offerings and resultant implications on the network structure and relationships. To this end, the findings show that as the offerings move towards advanced servitized offerings the network becomes more complex in terms of its structure and relationships. The research contributes to the literature by providing a more nuanced description of what actually occurs in a network when a manufacturer provides servitized offerings in conjunction with other product-based offerings. In particular, it identifies the relationship attributes that need to be managed in order to drive the right behaviour for the provision of each of these offerings. Moreover, it is the first known study to uncover triadic as well as tetradic network structures in a servitization context. Equally important, it provides a framework that captures the interplay between the different offerings and the resultant network structure and relationship attributes. In all of these capacities, this research is one of the first known studies to uncover some of the complexities surrounding the way in which inter-organisational relationships are enacted in a servitization context.

本研究探討具有製造優勢的製造商，如何進行製造業服務化，並以產品導向的製造業服務化策略，以及服務導向的製造業服務化策略為軸心，各選一個代表個案公司，針對其企業發展過程中所面臨的環境壓力及產業特色等外部因素，以及組織規劃及策略等內部因素探討企業選擇轉型之路徑決策及內部組織相關策略如何因應及調整。 服務導向的製造業服務化策略個案以石川島播磨重工-IHI Corporation為例，因該企業具備了久遠的歷史，且其產業特性適合技術及研發成果向下個世代轉移，得以穩定且持續的累積多項核心技術及產品，穩定的向上、下游整合，並橫向結合各項核心技術及產品的服務，並以單一窗口重組企業內部的產品及服務組合，提供完整的解決方案，因此適合，且有足夠能力採行服務導向服務化策略，以滿足不同客戶群的需求。 產品導向的製造業服務化策略個案以哉英電子-THine Electronics為例，因半導體產業的核心技術及產品淘汰速度快速，世代之間的延續性不明顯，使得該公司必須專注在核心產品的開發及行銷上，但藉由開放技術的方式，使產業內更多廠商願意投入，產生該技術生態系統，並結盟產業之外的夥伴，衍生產品相關服務的多樣性，以符合不同客戶群的需求。 經由研究發現，製造業服務化的過程有其順序性。應先累積自身的製造技術，並開始以產品為核心，推出與產品周邊相關的服務以滿足客戶更多的需求，此時為產品導向服務化的製造業。其後利用有機式的發展或是結盟、併購等方式形成多產品核心，此時便可停留在多角化的產品導向服務化公司，抑或是橫向重組企業內部的產品線及服務，轉型成為服務導向服務化的製造業。

© Cranfield University 2013. All rights reserved. No part of this publication may be reproduced without the written permission of the copyright owner. / Network relationships play a significant role in the provision of servitized offerings. To date, little empirical research has been conducted to investigate the link between servitization and inter-organisational relationships. The objective of this doctoral thesis is to explore the implications of servitization on a manufacturer’s network. Particular emphasis is placed on the impact on the network structure and relationship attributes. An exploratory in-depth case study was conducted within the truck manufacturing industry using a multi-organisational perspective. An abductive research approach was adopted which was underlined by pragmatism. As part of this approach, 43 interviews were conducted in a total of 11 companies. The findings of the study suggest that managers need to be aware of the different customer needs, related offerings and resultant implications on the network structure and relationships. To this end, the findings show that as the offerings move towards advanced servitized offerings the network becomes more complex in terms of its structure and relationships. The research contributes to the literature by providing a more nuanced description of what actually occurs in a network when a manufacturer provides servitized offerings in conjunction with other product-based offerings. In particular, it identifies the relationship attributes that need to be managed in order to drive the right behaviour for the provision of each of these offerings. Moreover, it is the first known study to uncover triadic as well as tetradic network structures in a servitization context. Equally important, it provides a framework that captures the interplay between the different offerings and the resultant network structure and relationship attributes. In all of these capacities, this research is one of the first known studies to uncover some of the complexities surrounding the way in which inter-organisational relationships are enacted in a servitization context.

Num mercado com crescente competição como o atual, é mister que as empresas façam mais por seus clientes, ou seja, que em essência lhes entreguem mais valor. Para empresas industriais em particular, uma das ações mais comuns é a integração de serviços aos produtos existentes, a fim de oferecer uma solução que atenda às necessidades do cliente. A servitização, termo cunhado para denominar esse modelo de negócios, demanda uma transição organizacional, afinal prestar serviços é diferente de fabricar produtos. Não obstante argumentos em favor, nem sempre a servitização é bem sucedida. Nesta pesquisa, foram examinados os efeitos organizacionais da servitização no mercado editorial brasileiro, mais precisamente no segmento de livros didáticos. O foco recaiu sobre as editoras que criam, produzem e comercializam os livros, bem como sua relação com um de seus maiores clientes: as escolas particulares de ensino fundamental e médio. Usualmente vistas como produtoras de um bem manufaturado o livro e historicamente estruturadas segundo a tradição taylorista, essas editoras têm se reformado na direção de uma organização voltada à criação de conteúdo didático e prestação de serviços às escolas e professores. O presente trabalho teve como objetivo descrever e explicar como têm ocorrido as mudanças organizacionais decorrentes da servitização. Por meio de um estudo de caso múltiplo, coletaram-se evidências empíricas dos obstáculos e/ou facilitadores nesse caminho. Os resultados mostraram evidências de mudanças organizacionais devido à servitização, com destaque para a introdução de novas estruturas organizacionais e políticas de recursos humanos, que possibilitaram um relacionamento mais próximo dos clientes e de suas necessidades. Contudo, ainda há trabalho a fazer, como enfrentar os desafios da crescente digitalização dos conteúdos didáticos e o uso da Internet na distribuição de conteúdos e no relacionamento com os clientes. / In a marketplace with growing competition, it is mandatory that companies do more for their clients, i.e. that they ultimately deliver more value. For manufacturers in particular, one of the most common actions is the integration of services to the existing products, in order to offer a solution that meets customer needs. Servitization, a term coined to describe this business model, demands an organizational transition, given that providing services is different from manufacturing tangible goods. Despite the arguments for servitization, it is not always successful. The research investigated the organizational effects of servitization in the Brazilian publishing industry, specifically the textbook publishing segment. The focus was on publishers who create, produce and market the books, as well as their relationship with one of their major clients: the private Primary and Secondary Education Schools. Usually seen as manufacturers of a tangible good the textbook and historically structured according to the taylorist tradition, these publishers have reformed themselves towards an organization focused on the creation of didactic content and the provision of services to schools and instructors. The present research aimed to describe and explain how organizational changes occurred, due to servitization. A multiple case study was carried out, and empirical evidence was gathered, including the problems and successes on that matter. Results showed evidence of organizational changes due to servitization. Major examples include the introduction of new organizational structures and new human resources policies that enabled a closer relationship with customers and their needs. However there is still work to do, such as facing the challenges of growing digitalization of didactic content, as well as the use of Internet for content distribution and as a means of relationship with customers.

A Product-Service System (PSS) is an integrated combination of products and services. Industrial systems falling under the Pay-for-Performance (PfP) business model are a type of PSS where an organization sells services to its customers. Offering a PfP system requires analysis of huge amount of data and based on the information gained, an organization can charge its customer on the performance. In this thesis, we identified several services that can be provided to PfP systems and identified several reasons for having a cloud platform together with edge computing for successful deployment of PfP systems. The main contribution of this thesis has been on identifying different architectural solution for PfP systems. We carried out this task by performing a cost analysis of a remote monitoring solution provided by Microsoft Azure for a single Stressometer system. Due to high cost and limited provisioning of Azure services in different Azure regions, we mentioned few alternative ways of designing the solution for PfP system that best suit needs of organizations that have systems distributed globally such that all industrial systems can be provided as PfP systems.

Dans un contexte économique marqué par la saturation des marchés et l’évolution perpétuelle de l’environnement, la pérennité des stratégies de différentiation classiques basées sur l’innovation de produit, ou la baisse des prix est de plus en plus affaiblie. Une nouvelle approche d’évolution pour les entreprises industrielles consiste à proposer une offre de service qui peut se substituer à l’offre de produit initialement proposée par l’entreprise, il s’agit de proposer un ensemble intégré de produits et de services sous la forme de système produit-service (PSS). L’utilisateur pourrait ainsi bénéficier de la disponibilité des produits pour répondre à ses besoins sans pour autant les posséder. Le développement de la transition vers ces offres de PSS au sein de l'industrie manufacturière représente un mouvement scientifique qualifié de «servitization of manufacturing» ou de servicisation. La servicisation constitue un enjeu majeur de gestion pour les décideurs des entreprises industrielles. Il s’agit d’une transition qui implique d’importants défis techniques, managériaux, et culturels. Son déploiement dans l’entreprise porte différents risques et confronte les décideurs à plusieurs problématiques décisionnelles. Ce travail de thèse propose alors un cadre méthodologique global permettant d’intégrer la prise en compte des risques décisionnels dans la gestion de la transition vers un modèle d’offre intégrée de PSS. Nous considérons alors la servicisation comme un processus décisionnel porteurs de risques, qui peuvent être caractérisés et diagnostiqué, dans l’objectif d’améliorer les capacités décisionnelles de l’entreprise. Ce cadre méthodologique est structuré autour des composantes de modélisation du processus décisionnel de servicisation (selon un formalisme inspiré du cadre de modélisation d’entreprise GRAI) et de modélisation des risques, il est composé de trois phases successives :La phase A nommée « l’exploration du processus de servicisation », son objectif étant de rendre une représentation formalisée du processus décisionnel de servicisation de l’entreprise industrielle étudiée selon un modèle décisionnel de référence que nous avons construit au préalable; La phase B nommée « l’évaluation et la caractérisation des risques décisionnels », où il s’agit de caractériser les risques décisionnels selon leurs domaines d’occurrence et d’effet, afin d’en déduire une évaluation de la criticité des risques potentiels portés par le processus; Et la phase C nommée « le diagnostic et la remédiation des risques décisionnels », sa finalité consiste à rendre une interprétation des résultats de diagnostic, afin de proposer des pistes d’action pour les décideurs de l’entreprise étudiée, dans l’objectif de leurs apporter une aide au processus décisionnel.Deux études de cas sur des PME industrielles ont permis d’illustrer ce travail de thèse. / The economic context marked by market saturation and constantly changing environment, the sustainability of traditional differentiation business strategies based on product innovation or decreased prices, is increasingly weakened. A new approach to development for industrial companies is to provide a service offering that can be substituted to product supply initially proposed by the company, it consists in offering an integrated product-service system (PSS). The user can thus benefit from the availability of products to meet his needs without owning them. The development of the transition to PSS within the manufacturing industry is a qualified scientific movement known as “servitization of manufacturing”.Servitization represents a major change for the management of industrial enterprises. This is a transition that involves significant challenges that can be: technical, managerial, and cultural. Its deployment in the enterprise carries different risks and confronts decision makers to several issues.This thesis proposes an overall methodological framework for integrating the consideration of decision risks in managing transition to an integrated PSS supply model. We consider servitization as a decision-making process carrying decisional risks that can be characterized and diagnosed with the purpose of improving decision-making capabilities of the business.This methodological framework is structured around the components of modeling servitization decision process (according to a formalism based on GRAI business modeling framework) and risk modeling; it is composed of three phases:Phase A named “explorating servitization process”, its purpose consists of making a formal representation of the industrial enterprise’s servitization decision-making process studied according to a decision-making reference model that we defined previously; Phase B named “evaluation and characterization of decisional risks” comes to characterize the decision risks according to their areas of occurrence and effects, in order to deduce a criticality assessment of potential risks carried by the process; And phase C named “diagnosis and remediation of decisional risks”, its purpose is to make an interpretation of diagnosis results and to propose a remedial plan to assist decision-makers in their decision making process. Two case studies on industrial SMEs are used to illustrate this thesis.

Utvecklingen som skett på bilmarknaden i form av privatleasingens framfart och tillväxt påverkar förhållandet mellan kunder och bilhandlare. För bilhandlare och kunder innebär det ett förändrat värdeerbjudande där transaktioner och ägande av bilen har ersatts med leasing och nyttjande av bilen. Denna förändring ger upphov till en närmare och mer långvarig relation mellan företaget och kunden, vilket kan vara gynnsamt för båda parter. Ur företags synvinkel kan goda kundrelationer innebära ökad lönsamhet samt en konkurrensfördel. För kunderna kan en relation till företag bland annat generera en trygghet, samhörighet samt särskilda förmåner.  Tidigare forskning inom tjänstefiering utgår främst från ett företagsperspektiv och visar på de finansiella och ekonomiska fördelarna med ett tjänstefierat erbjudande. Studier angående tjänstefieringens inverkan på kundrelationer är att anse som begränsad, framförallt gällande privatkundernas upplevelse. Syftet med denna studie är att utveckla en förståelse för om och hur ett tjänstefierat erbjudande kan vara en relationsbyggande faktor mellan kund och företag.  För att undersöka detta har vi studerat privatleasande kunders relation till bilhandlaren. Vi har genomfört tolv stycken kvalitativa intervjuer med personer som befinner sig i sitt första leasingavtal, har förnyat eller ingått nytt leasingavtal samt avslutat ett leasingavtal. Inför intervjuerna upprättade vi en teoretisk referensram gällande kundrelationer och tjänstefiering. Denna utgör således även grunden för den intervjuguide som använts för att genomföra intervjuerna. Med hjälp av den teoretiska referensramen har vi sedan analyserat den insamlade empirin för att kunna svara på vår frågeställning:  Hur upplever privatleasande kunder relationen med bilhandlaren?  Utfallet från studien tyder på att privatleasing, och det tjänstefierade erbjudandet, inte tycks ha någon direkt inverkan på hur relationen till bilhandlaren upplevs, och att tjänstefiering således inte verkar som en relationsbyggande faktor. Resultatet från vår studie visar att kundernas upplevda relation främst drivs av bilen och dess egenskaper, snarare än bilhandlaren och dennes agerande. Resultatet tyder även på att bilhandlaren antar en roll som tjänsteförmedlare i en tre-partsrelation bestående av kunder, bilhandlare och leasingbolag.

Manufacturers have in recent years become more and more aware of the benefits of offering more comprehensive value propositions. As the economic climate changes, more manufacturers are trying to capture value further downstream in the value chain by providing services. The field of performance management has been extensively adopted in production and the benefits of performance measurement have been widely praised both in literature and in business. The literature on performance management has also extended into service management and how to manage service performance. But how can performance measurement and performance measurement systems be implemented when the line between products and services becomes more and more unclear? Over a twenty week period, the researchers have studied, analyzed, and observed the procedures at Scania CV’s maintenance development and delivery organization. The study was conducted on Scania’s premises in Södertälje, Sweden. Scania’s Preventative Maintenance Development group develops and sets the requirements for the preventative maintenance programs Scania offers to its customers. The group had a desire to track and measure what effects changes made in the maintenance program have on the customer’s life cycle profit. At Scania’s Preventative Maintenance Development group, there is a developed performance measurement system, MPI-model, consisting of maintenance performance indicators (MPIs). The current MPI-model, however, lacks practical applicability. The master thesis has aimed at investigating how the MPI-model could be implemented in the preventative maintenance development by researching what criteria are set in literature for performance measures, how existing resources can be employed, and how performance measurement systems can be used. Apart from conducting a case study, in order to investigate how performance measurement systems could be implemented, an extensive literature review was also conducted to provide the necessary theoretical knowledge. The result of the study was a proposed three-step model that clarifies the requirements for the implementation of a performance measurement system.

Sustainability is one of the mega trends that is emerging nowadays. It is built on protecting our planet and its resources. Agenda 2030 is a universal call to action, which demonstrates the significance of moving towards sustainability in three different areas of environmental, social, and economic at the international level. One of the focal points of environmental sustainability deals with climate change due to using fossil fuels and greenhouse gas emissions. Sweden aims to be one of the world’s first fossil-free nations, and its initiative Fossil Free Sweden offers roadmaps in different sectors to accomplish this goal. Growing the service business through using digital technologies is a strategy many companies tend to in the fast-changing world. Although it potentially leads to competitive advantage and enhancing revenues, it is a challenging situation, particularly for industrial firms. This study seeks to consider a more holistic view regarding the transition that companies need to take by 2030 in pursuing digital servitization and at the same time becoming fossil fuel free. Surviving the transition can not happen without revising business models and exploring new business opportunities. To address this issue, an explorative case study is performed in a manufacturing company in the construction equipment industry to collect, analyze and frame the existing knowledge in digital servitization and business model, moreover, to identify the factors that industrial firms should consider in improving their service business in the transition towards fossil-free society. To do so, 1) a set of coproduction sessions are held in the case company with advanced engineering and researchers, 2) as well an online survey is distributed inside the case company, to collect valuable knowledge and practical insight. The outcome of the research is a framework that can be used as a practical guide to support firms in the transition towards digital servitization and help them to figure out their current position in case of offerings and business models and plan for the next steps and new opportunities. In addition, six important factors with their sub-factors are offered accompanied by six general guidelines that firms should consider in their journey towards the transition.

Purpose – The purpose of this master thesis was to extend the understanding of the capabilities needed to enable the organizational transformation required throughout the servitization process. This research aims to identify what capabilities for servitization were important for the case company and understand how these capabilities were developed by adopting a dynamic capability perspective. Methodology – This research adopted a single-case study design to collect and analyze in-depth information about the interviewee’s experiences and perceptions about the case company’s servitization process. Findings – This research developed a holistic set of capabilities for servitization which were critical for the case company to enable organizational transformation within the context of product-oriented servitization. Four main capabilities for servitization were uncovered Strategic Alignment, Customer Relationship, PSS Innovation, and PSS Delivery. Moreover, a framework was created dividing the capabilities into higher- and second-order dynamic capabilities, hence explaining the importance of dynamic capabilities for the development of capabilities. Theoretical Implications – This study extended the understanding of capabilities for servitization by mapping them within the context of the case company. This research also displayed the role of high-order dynamic capabilities as the case company’s capacity to transform and manipulate the organization with the purpose to build second-order dynamic capabilities; therefore, denoting a capability hierarchy by which to distinguish between high- and second-order dynamic capabilities within the context of servitization. Managerial Implications – This research provides managers with a comprehensive collection of capabilities to take into consideration when formulating or executing strategy within the context of product-oriented servitization. Additionally, the distinction among high- and second-order dynamic capabilities for servitization may provide servitizating manufacturers with a new approach to map, organize and prioritize capability development based on the understanding of their function and related micro-foundations.