Developing industrial service capability: Towards service-oriented organisation culture

Maaria Nuutinen, Sanna-Kaisa Ilomäki

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

    Abstract

    The aim of this paper is to introduce a new emerging approach to analyse and support industrial service business development from the organisational activity point of view. Developing new profitable industrial service business is challenging regardless of the way chosen to build the business. There are several identified organisational challenges in developing industrial services, related, for example, to manufacturing traditions, different operational functions and managerial processes. The new approach is based on two main concepts: industrial service capability and industrial service culture. The paper presents preliminary results of how our approach worked in a case study: what we learned from the challenging nature of the change and the limitations of the approach. In the end, the challenges of supporting the change from a product-oriented culture to a service-oriented culture are discussed.
    Original languageEnglish
    Title of host publicationVTT Symposium on Service Science, Technology and Business
    Place of PublicationEspoo
    PublisherVTT Technical Research Centre of Finland
    Pages11-20
    ISBN (Electronic)978-951-38-6330-2
    ISBN (Print)978-951-38-6329-6
    Publication statusPublished - 2008
    MoE publication typeA4 Article in a conference publication
    EventVTT Symposium on Service Science, Technology and Business - Espoo, Finland
    Duration: 19 Aug 200819 Aug 2008

    Publication series

    SeriesVTT Symposium
    Number253
    ISSN0357-9387

    Conference

    ConferenceVTT Symposium on Service Science, Technology and Business
    CountryFinland
    CityEspoo
    Period19/08/0819/08/08

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    Cite this

    Nuutinen, M., & Ilomäki, S-K. (2008). Developing industrial service capability: Towards service-oriented organisation culture. In VTT Symposium on Service Science, Technology and Business (pp. 11-20). VTT Technical Research Centre of Finland. VTT Symposium, No. 253 http://www.vtt.fi/inf/pdf/symposiums/2008/S253.pdf