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Service Thinking in Design of Complex Sustainment Solutions

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Complex Engineering Service Systems

Part of the book series: Decision Engineering ((DECENGIN))

Abstract

Delivering contracted performance levels for service based on the sustainment of complex engineering systems is a necessary but not sufficient condition for user satisfaction. Service is received in a context that is shaped by the state of mind of the customer—perceptions, biases, memories, intentions and patterns of thinking. Service teams need to understand the “mind of the customer”, complementing the “voice of the customer” used in requirements development. The chapter considers how service solutions are designed and suggests that the state of mind of the customer needs greater consideration during solution development. The service team functions in the social dimension to understand the customer’s mind and harmonises the service solution. The dominant thinking style in social space is characterised as “service thinking”, complementing the system thinking style which dominates in the conceptual space of product-service systems.

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Author information

Authors and Affiliations

  1. The University of Adelaide, Adelaide, SA, Australia

    L. A. Wood

  2. The University of Cambridge, Cambridge, UK

    P. H. Tasker

  3. Cranfield University, Cranfield, UK

    P. H. Tasker

  4. University of Kent, Kent, UK

    P. H. Tasker

Authors
  1. L. A. Wood
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  2. P. H. Tasker
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Corresponding author

Correspondence to L. A. Wood .

Editor information

Editors and Affiliations

  1. , Streatham Court, University of Exeter Business School, Rennes Drive, Exeter, EX4 4PU, United Kingdom

    Irene Ng

  2. , Bristol Business School, University of the West of England, Coldharbour Lane, Bristol, BS16 1QY, United Kingdom

    Glenn Parry

  3. PaCT Laboratory, Department of Psychology, Northumbria University, Newcastle upon Tyne, NE1 8ST, United Kingdom

    Peter Wild

  4. , Institute for Manufacturing, University of Cambridge, Charles Babbage Road 17, Cambridge, CB3 0FS, United Kingdom

    Duncan McFarlane

  5. , Institute of Manufacturing, University of Cambridge, Charles Babbage Road 17, Cambridge, CB3 0FS, United Kingdom

    Paul Tasker

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© 2011 Springer-Verlag London Limited

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Wood, L.A., Tasker, P.H. (2011). Service Thinking in Design of Complex Sustainment Solutions. In: Ng, I., Parry, G., Wild, P., McFarlane, D., Tasker, P. (eds) Complex Engineering Service Systems. Decision Engineering. Springer, London. https://doi.org/10.1007/978-0-85729-189-9_21

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  • DOI: https://doi.org/10.1007/978-0-85729-189-9_21

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  • Publisher Name: Springer, London

  • Print ISBN: 978-0-85729-188-2

  • Online ISBN: 978-0-85729-189-9

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