Complex Engineering Service Systems
Complex Engineering Service Systems
复制标题
复杂工程服务系统
DOI：
10.1007/978-0-85729-189-9_6
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发表时间：
2011
期刊：
影响因子：
--
通讯作者：
Ng I
中科院分区：
文献类型：
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作者：
Ng I
有证据表明，服务转型正在为传统设计和制造组织带来实质性好处，促使他们投资转型为与客户共同创造价值的服务公司。然而，人们对这些组织如何有效且高效地（重新）设计其服务交付以与客户共同创造价值以获得最佳利益缺乏了解。本章解释了价值共同创造中必不可少的七个关键属性：互补能力、授权和控制、行为一致性、流程一致性、行为转变、公司期望和客户期望。它描述了这七个属性如何要求组织结构变革。然后，本章描述了如何重新定义组织能力的六个维度，即能力、能力、文化、结构、系统和基础设施，以更好地共创价值，并提出组织需要采取的关键行动来发展价值共创能力。在此过程中，本章为组织提供了一个理解并开始规划如何重新配置其组织能力以增强价值共同创造的起点。
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.