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Redefining Organisational Capability for Value Co-creation in Complex Engineering Service Systems

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Complex Engineering Service Systems

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

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.

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Authors and Affiliations

  1. University of Exeter Business School, Exeter, UK

    Irene Ng & Jason Williams

  2. Manchester Metropolitan University Business School, Manchester, UK

    Sai Nudurupati

Authors
  1. Irene Ng
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  2. Sai Nudurupati
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  3. Jason Williams
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Corresponding author

Correspondence to Irene Ng .

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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Ng, I., Nudurupati, S., Williams, J. (2011). Redefining Organisational Capability for Value Co-creation in Complex Engineering Service Systems. 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_6

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  • DOI: https://doi.org/10.1007/978-0-85729-189-9_6

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  • Publisher Name: Springer, London

  • Print ISBN: 978-0-85729-188-2

  • Online ISBN: 978-0-85729-189-9

  • eBook Packages: EngineeringEngineering (R0)

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