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Transformation of provider and customer organisations to achieve co‐capability in outcome‐based contracts : a viable service systems approach
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Batista, Luciano, Davis‐Poynter, Simon, Ng, Irene C. L. and Maull, Roger (2013) Transformation of provider and customer organisations to achieve co‐capability in outcome‐based contracts : a viable service systems approach. Working Paper. Coventry: WMG. WMG Service Systems Research Group Working Paper Series (Number 01/13).
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Official URL: http://www2.warwick.ac.uk/fac/sci/wmg/research/rtg...
Abstract
This paper reports on a research investigating organisational transformation of equipment‐based service providers and customers which are establishing joint
capabilities to achieve combined equipment and service outcomes based upon outcome‐based contracts. The viable systems theory and the viable system model
provide the theoretical ground for investigation of communication processes between key personnel, main activities, organisational structures and the systemic
viability of both the provider and the customer to co‐create activities to achieve equipment performance, as well as the transformation required by both provider
and customer to achieve co‐capability in terms of achieving contract performance. Initial findings confirm that contextual variety threatens the stability of the system and challenges co‐creation. The findings also suggest that intervening in the customer‐controlled supra‐system to ensure its structural and systemic stability
reduces variability in the system‐in‐focus. Assisting the customer organisation to transformalso impliesthe provider’s participation in supra‐systemactivities.
Item Type: | Working or Discussion Paper (Working Paper) | ||||
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Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||
Divisions: | Faculty of Science, Engineering and Medicine > Engineering > WMG (Formerly the Warwick Manufacturing Group) | ||||
Library of Congress Subject Headings (LCSH): | Outcome-based contracts, Organizational change, System theory, Manufacturing industries -- Customer service | ||||
Series Name: | WMG Service Systems Research Group Working Paper Series | ||||
Publisher: | WMG | ||||
Place of Publication: | Coventry | ||||
ISSN: | 2049‐4297 | ||||
Official Date: | April 2013 | ||||
Dates: |
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Number: | Number 01/13 | ||||
Number of Pages: | 12 | ||||
Institution: | University of Warwick | ||||
Status: | Peer Reviewed | ||||
Publication Status: | Published | ||||
Access rights to Published version: | Open Access (Creative Commons) | ||||
Description: | Conference Proceedings: Spring Servitization Conference 2013: Servitization in the Multi-organisation Enterprise, Birmingham, UK, May 20‐21 |
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Date of first compliant deposit: | 1 August 2016 | ||||
Date of first compliant Open Access: | 1 August 2016 | ||||
Version or Related Resource: | Batista, Luciano, Davis‐Poynter, Simon, Ng, Irene C. L. and Maull, Roger (2013) Transformation of provider and customer organisations to achieve co‐capability in outcome‐based contracts : a viable service systems approach. Working Paper. Coventry: WMG. (WMG Service Systems Research Group Working Paper Series, No. 07/13). http://wrap.warwick.ac.uk/id/eprint/57438 | ||||
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