Manufacturing companies offering additional service with their products need to change their organisation design to accommodate for the service business. Using the star model, this paper investigates organisation design in terms of strategy, structure, processes, rewards and people as a response to external environment to ensure performance. We present a case in the European renewable energy sector. The findings show three key variables: (i) processes need to enable information flow between business departments; (ii) servitization strategy needs to be translated into service-centred activities, and (iii) the parts of organisation design need to be aligned to prevent inconsistencies in service provision.
Proceedings of the 21st International Euroma Conference, 2014
Servitization; Case study; Organisation design
Main Research Area:
21st EurOMA Conference: Operations Management in an Innovation Economy, 2014