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Servitization through outcome-based contract – a systems perspective from the defence industry

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Batista, Luciano, Davis-Poynter, Simon, Ng, Irene C. L. and Maull, Roger (2017) Servitization through outcome-based contract – a systems perspective from the defence industry. International Journal of Production Economics, 192 . pp. 133-143. doi:10.1016/j.ijpe.2016.12.005 ISSN 0925-5273.

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Official URL: https://doi.org/10.1016/j.ijpe.2016.12.005

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Abstract

This paper provides a viable systems perspective of an outcome-based service initiative involving major manufacturers in the defence industry. The viable systems perspective allowed a coherent structuration of the complex servitization context involving provider and customer organizations. It also unveiled critical relationship mechanisms that enable synergy and facilitate the achievement of co-capability by the organizations involved. Through a case study approach, the research finds that interventions in the customer system reduce variability in the provider system as well as in the service system as a whole. The systemic interventions are implemented via key provider/customer relationships the study identifies. The relationships deal with the high level of internal variety in outcome-based service systems. A typology for the identified
relationships is developed, offering a helpful basis for the purposeful planning and design of interactions aimed at developing co-capability. The paper also offers theoretical propositions defining fundamental features of outcome-based service systems. The unique characteristics of these systems addressed in this paper provide particularly useful insights concerning the implementation of this type of servitization initiative not only in the defence industry, but also in other industrial sectors where servitization initiatives involve complex configurations of provider and customer organizations.

Item Type: Journal Article
Alternative Title:
Subjects: H Social Sciences > HD Industries. Land use. Labor
Divisions: Faculty of Science, Engineering and Medicine > Engineering > WMG (Formerly the Warwick Manufacturing Group)
Library of Congress Subject Headings (LCSH): Defense contracts -- Case studies
Journal or Publication Title: International Journal of Production Economics
Publisher: Elsevier
ISSN: 0925-5273
Official Date: October 2017
Dates:
DateEvent
October 2017Published
3 December 2017Available
2 December 2017Accepted
Volume: 192
Page Range: pp. 133-143
DOI: 10.1016/j.ijpe.2016.12.005
Status: Peer Reviewed
Publication Status: Published
Access rights to Published version: Restricted or Subscription Access
Date of first compliant deposit: 17 October 2017
Date of first compliant Open Access: 3 July 2018
RIOXX Funder/Project Grant:
Project/Grant IDRIOXX Funder NameFunder ID
KT-Box ProgrammeEngineering and Physical Sciences Research Councilhttp://dx.doi.org/10.13039/501100000266

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