Complex Engineering Service Systems (eBook, PDF)
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Complex engineering products are those that require complex engineering capabilities to support their design, construction, operation and maintenance. Typical examples include aerospace and defence systems, transportation systems, medical equipment, power plants and office buildings. Recent years have seen an increase in the number of organisations aiming to develop service strategies which complement and support the provision of such complex engineering products. In addition, manufacturers are also seeking to strengthen their relationships with customers through the provision of lifelong supp...
Complex engineering products are those that require complex engineering capabilities to support their design, construction, operation and maintenance. Typical examples include aerospace and defence systems, transportation systems, medical equipment, power plants and office buildings. Recent years have seen an increase in the number of organisations aiming to develop service strategies which complement and support the provision of such complex engineering products. In addition, manufacturers are also seeking to strengthen their relationships with customers through the provision of lifelong support service outcomes, which are enabled by both the complex product and the services within a complex system. The design, strategy and management of these types of services have been identified as an area in which there is a knowledge shortfall. Better understanding of the use and outcomes of complex engineered products has entailed a longer life span for such products. There is also increasing budgetary pressure, sustainability issues as well as demands for more stable cost predictions throughout the life of the product. The contracting and business models associated with the hybrid equipment and service provision has also been under-researched. For manufacturers of complex engineering equipment, the move towards service and providing benefits to customers rather than manufacturing more products is the key towards future survival. Yet, the capability to provide service for complex engineered products is less understood.This e-book aims to advance knowledge in the theory and research of the management of complex engineering service systems. It addresses:(i) the theoretical, empirical and practical aspects of contracting, managing, designing, leading, delivering, marketing and operating services associated with complex engineering products, and (ii) the management and business of an organisation seeking to provide the service.
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