Ng, Irene C. L., Nudurupati, Sai and Williams, Jason (2011) Redefining organisational capability for value co-creation in complex engineering service systems. In: Ng, Irene C. L. and Parry, Glenn and Wild, Peter and McFarlane, Duncan and Tasker, Paul, (eds.) Complex Engineering Service Systems: Concepts and Research. Decision Engineering, Part 2 . London, U.K.: Springer Verlag London Ltd., pp. 109-128. ISBN 978-0-85729-188-2

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Abstract

There is evidence that service transformation is bringing substantial benefits to traditional design and manufacturing organisations leading them to invest in transforming into service firms co-creating value with their customers. However there is lack of understanding in how these organisations can effectively and efficiently (re)design their service delivery to co-create value with customer to attain optimal benefits. This chapter explains the seven key attributes that are essential in value co-creation: complementary competencies, empowerment and control, behavioural alignment, process alignment, behavioural transformation, firm’s expectations and customer’s expectations. It describes how the seven attributes demand the need for organisational structural change. The chapter then describes how the six dimensions of organisational capability, i.e., competence, capacity, culture, structure, systems and infrastructure should be redefined for better value co-creation and proposes key actions organisations need to take to develop the capability for value co-creation. In doing so the chapter provides a starting point for organisations to understand and begin to plan how their organisational capability could be re-configured for enhanced co-creation of value.

Item Type:	Book Item
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management T Technology > TA Engineering (General). Civil engineering (General)
Divisions:	Faculty of Science > WMG (Formerly the Warwick Manufacturing Group)
Series Name:	Decision Engineering
Publisher:	Springer Verlag London Ltd.
Place of Publication:	London, U.K.
ISBN:	978-0-85729-188-2
ISSN:	1619-5736
Book Title:	Complex Engineering Service Systems: Concepts and Research
Editor:	Ng, Irene C. L. and Parry, Glenn and Wild, Peter and McFarlane, Duncan and Tasker, Paul
Date:	2 July 2011
Volume:	Part 2
Number of Pages:	20
Page Range:	pp. 109-128
Identification Number:	10.1007/978-0-85729-189-9_6
Status:	Peer Reviewed
Publication Status:	Published
Access rights to Published version:	Restricted or Subscription Access
URI:	http://wrap.warwick.ac.uk/id/eprint/47657

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