Developing industrial service capability: Towards service-oriented organisation culture

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.