Framing the challenges of the transformation in three industries towards the service business

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

    1 Citation (Scopus)

    Abstract

    This paper presents a multidisciplinary framework for supporting a transformation towards business practices based on customer value. The framework aims to evaluate the development state of the company and guide its transformation. We apply the framework to three different industries: installed base manufacturing, pulp and paper, and technical trade. The main research problem studied here is what are the main challenges in the transformation from a product- to a customer- and service-oriented way of doing business in these three industries? We used three theoretical perspectives to sketch a tentative frame, their elements and the targeted transformation within them. Based on our previous studies the three perspectives were 1) service culture and capabilities, 2) business model renewal and 3) uncertainty management. We developed the frame in the analysis of fifteen cases, which were collected in previous and on-going projects. The results sketch unique characteristics as well as similarities between the industries. The study also resulted in a tentative framework that integrates the three perspectives. It proved promising for analysing the state of development in companies and was able to offer a frame for a more systematic comparison of different industries and their challenges in service business development. Additional new case studies representing each of the three industries and the systematic use of the framework will therefore be essential to further development of the framework.
    Original languageEnglish
    Title of host publicationVTT Symposium on Service Innovation
    Place of PublicationEspoo
    PublisherVTT Technical Research Centre of Finland
    Pages85-104
    Publication statusPublished - 2011
    MoE publication typeA4 Article in a conference publication
    EventVTT Symposium on Service Innovation - Espoo, Finland
    Duration: 18 Aug 201118 Aug 2011

    Publication series

    SeriesVTT Symposium
    Number271
    ISSN0357-9387

    Conference

    ConferenceVTT Symposium on Service Innovation
    CountryFinland
    CityEspoo
    Period18/08/1118/08/11

    Fingerprint

    Service business
    Industry
    Pulp and paper
    Manufacturing
    Renewal
    Service-oriented
    Customer value
    Business model
    Business practices
    Uncertainty management
    Business development

    Cite this

    Valjakka, T., Nuutinen, M., Lappalainen, I., Airola, M., & Ahonen, T. (2011). Framing the challenges of the transformation in three industries towards the service business. In VTT Symposium on Service Innovation (pp. 85-104). Espoo: VTT Technical Research Centre of Finland. VTT Symposium, No. 271
    Valjakka, Tiina ; Nuutinen, Maaria ; Lappalainen, Inka ; Airola, Merja ; Ahonen, Toni. / Framing the challenges of the transformation in three industries towards the service business. VTT Symposium on Service Innovation. Espoo : VTT Technical Research Centre of Finland, 2011. pp. 85-104 (VTT Symposium; No. 271).
    @inproceedings{7d6959257923445e895281adac1204cd,
    title = "Framing the challenges of the transformation in three industries towards the service business",
    abstract = "This paper presents a multidisciplinary framework for supporting a transformation towards business practices based on customer value. The framework aims to evaluate the development state of the company and guide its transformation. We apply the framework to three different industries: installed base manufacturing, pulp and paper, and technical trade. The main research problem studied here is what are the main challenges in the transformation from a product- to a customer- and service-oriented way of doing business in these three industries? We used three theoretical perspectives to sketch a tentative frame, their elements and the targeted transformation within them. Based on our previous studies the three perspectives were 1) service culture and capabilities, 2) business model renewal and 3) uncertainty management. We developed the frame in the analysis of fifteen cases, which were collected in previous and on-going projects. The results sketch unique characteristics as well as similarities between the industries. The study also resulted in a tentative framework that integrates the three perspectives. It proved promising for analysing the state of development in companies and was able to offer a frame for a more systematic comparison of different industries and their challenges in service business development. Additional new case studies representing each of the three industries and the systematic use of the framework will therefore be essential to further development of the framework.",
    author = "Tiina Valjakka and Maaria Nuutinen and Inka Lappalainen and Merja Airola and Toni Ahonen",
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    language = "English",
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    Valjakka, T, Nuutinen, M, Lappalainen, I, Airola, M & Ahonen, T 2011, Framing the challenges of the transformation in three industries towards the service business. in VTT Symposium on Service Innovation. VTT Technical Research Centre of Finland, Espoo, VTT Symposium, no. 271, pp. 85-104, VTT Symposium on Service Innovation, Espoo, Finland, 18/08/11.

    Framing the challenges of the transformation in three industries towards the service business. / Valjakka, Tiina; Nuutinen, Maaria; Lappalainen, Inka; Airola, Merja; Ahonen, Toni.

    VTT Symposium on Service Innovation. Espoo : VTT Technical Research Centre of Finland, 2011. p. 85-104 (VTT Symposium; No. 271).

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

    TY - GEN

    T1 - Framing the challenges of the transformation in three industries towards the service business

    AU - Valjakka, Tiina

    AU - Nuutinen, Maaria

    AU - Lappalainen, Inka

    AU - Airola, Merja

    AU - Ahonen, Toni

    PY - 2011

    Y1 - 2011

    N2 - This paper presents a multidisciplinary framework for supporting a transformation towards business practices based on customer value. The framework aims to evaluate the development state of the company and guide its transformation. We apply the framework to three different industries: installed base manufacturing, pulp and paper, and technical trade. The main research problem studied here is what are the main challenges in the transformation from a product- to a customer- and service-oriented way of doing business in these three industries? We used three theoretical perspectives to sketch a tentative frame, their elements and the targeted transformation within them. Based on our previous studies the three perspectives were 1) service culture and capabilities, 2) business model renewal and 3) uncertainty management. We developed the frame in the analysis of fifteen cases, which were collected in previous and on-going projects. The results sketch unique characteristics as well as similarities between the industries. The study also resulted in a tentative framework that integrates the three perspectives. It proved promising for analysing the state of development in companies and was able to offer a frame for a more systematic comparison of different industries and their challenges in service business development. Additional new case studies representing each of the three industries and the systematic use of the framework will therefore be essential to further development of the framework.

    AB - This paper presents a multidisciplinary framework for supporting a transformation towards business practices based on customer value. The framework aims to evaluate the development state of the company and guide its transformation. We apply the framework to three different industries: installed base manufacturing, pulp and paper, and technical trade. The main research problem studied here is what are the main challenges in the transformation from a product- to a customer- and service-oriented way of doing business in these three industries? We used three theoretical perspectives to sketch a tentative frame, their elements and the targeted transformation within them. Based on our previous studies the three perspectives were 1) service culture and capabilities, 2) business model renewal and 3) uncertainty management. We developed the frame in the analysis of fifteen cases, which were collected in previous and on-going projects. The results sketch unique characteristics as well as similarities between the industries. The study also resulted in a tentative framework that integrates the three perspectives. It proved promising for analysing the state of development in companies and was able to offer a frame for a more systematic comparison of different industries and their challenges in service business development. Additional new case studies representing each of the three industries and the systematic use of the framework will therefore be essential to further development of the framework.

    M3 - Conference article in proceedings

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    SP - 85

    EP - 104

    BT - VTT Symposium on Service Innovation

    PB - VTT Technical Research Centre of Finland

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    Valjakka T, Nuutinen M, Lappalainen I, Airola M, Ahonen T. Framing the challenges of the transformation in three industries towards the service business. In VTT Symposium on Service Innovation. Espoo: VTT Technical Research Centre of Finland. 2011. p. 85-104. (VTT Symposium; No. 271).