All Outputs (10)

Understanding the clients aspirations and fears (2011)
Book Chapter

This chapter focuses on the translation of public sector client aspirations and fears into a specification of the services necessary for a complex, long-term service availability contract. The contract is complex in many senses including that many in... Read More about Understanding the clients aspirations and fears.

Towards a core integrative framework for complex engineering service systems (2011)
Book Chapter

Complex Engineering Service provision is a developing area for both practitioners and academics. Delivery requires an integrated offering, drawing upon company, customer and supplier resources to deliver value that is an integration of complex engin... Read More about Towards a core integrative framework for complex engineering service systems.

Understanding services and the customer response (2011)
Book Chapter

Are you being served? (2011)
Book Chapter

Complex deployed responsive service (2011)
Book Chapter

Goods, products and services (2011)
Book Chapter

Enterprise imaging (2011)
Book Chapter

This chapter develops a two dimensional “Enterprise Image” capable of assisting independent provider and client stakeholders take an holistic perspective of their roles in complex support enterprises. Though the case study describes a complex, throug... Read More about Enterprise imaging.

Complex engineering service systems: A grand challenge (2011)
Book Chapter

In this chapter we reflect on the contributions made by the authors and further develop the framework for complex engineering service systems to include value cocreation with state-dependent outcomes where customer variety pushes into the multi-orga... Read More about Complex engineering service systems: A grand challenge.

Complexity management (2011)
Book Chapter

This chapter explores the nature of complexity that arises in high value contracts between large organisations. To develop a framework a detailed case study was undertaken to identify the factors that create complexity. The case studied was the avail... Read More about Complexity management.

Service enterprise transformation (2011)
Book Chapter

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... Read More about Service enterprise transformation.