From product supplier to solution provider - integrating a service perspective in the product innovation work process for non-assembled products

Thomas Lager and Per Storm

International Journal of Process Management and Benchmarking, 2023, vol. 15, issue 4, 479-506

Abstract: In a survey mode of inquiry with informants in 19 global manufacturing companies in six sectors of the process industries, integration of product-service offerings (PSO) in the product innovation work process for non-assembled products has been examined. The results reveal that the case-companies have already come far on what one could characterise as a service infusion journey. The findings further indicate that it is advisable not only to articulate and institutionalise a PSO strategy during the contextualisation phase of a work process but also to include service development early in conceptualisation during pre-product development. A novel three-phase PSO sub-process has been developed and is proposed to be integrated in the product innovation work process. Apart from the confirmation of a need to deploy proper product launch strategies, a more general process-industrial dilemma has been identified related to the extremely long 'time-to-break-even' for product introductions during the post-launch phase.

Keywords: product-service offerings; PSO; product innovation; application development; product innovation work process; non-assembled products; process industries. (search for similar items in EconPapers)
Date: 2023
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