Service enterprise transformation

Purcahse, V; Parry, Glenn; Mills, J.

Abstract

This chapter examines the challenges in transforming a complex multi-organisational service enterprise. The chapter builds on a review of relevant lit-erature and an empirical analysis of the early experience and lessons learned by industry and MoD partners in the ATTAC enterprise which delivers a through life support programme in the Defence sector. The transformation will be explored within three sections. The first illustrates and further develops current un-derstanding of the drivers and challenges inherent in the move to service. In the second section the need for a ‘holistic enterprise perspective’ for service delivery in complex engineering systems is discussed and illustrated through the ATTAC case study. Finally the challenges in undertaking such a complex transformation process are discussed. The frameworks created may support future service enter-prise leaders in identifying and communicating to all stakeholders the key drivers for the transition to through-life support services and assessing key barriers which may be faced in managing their own transformation.

• Publication Date: Jan 1, 2011
• Peer Reviewed: Peer Reviewed
• Book Title: Complex Engineering Service Systems: Concepts and Research
• ISBN: 9780857291882
• Keywords: complex service systems, engineering management, PSS, product-service systems, transformation strategy
• Public URL: https://uwe-repository.worktribe.com/output/971108
• Publisher URL: http://www.springer.com/engineering/production+eng/book/978-0-85729-188-2