Embarking Advanced Services on Servitization Transformation, Making Sense Using System Thinking

Research output: Contribution to book/anthology/report/conference proceedingArticle in proceedingResearchpeer-review


Manufacturing firm have developed its “service-led” capability since Vandermerwe and Rada brought up the first concept of servitization. IT and innovative business model are the most common drivers in the practical development of servitization. Researchers further argue that those enablers are actively formed by the diversity of servitization scenarios and the product-service systems offerings. Each nuances of product-service offerings often require very different organizational process and setup. Of which, the combinations create the complexity of outset in transforming the manufacturing firms. The purpose of this paper is to identify the complexity of organizational activities behind the development of product-service-offering in a conventional Danish manufacturing firm. This company is taking a proactive approach to transform its organization towards the advanced services paradigm and needs normative guidance. The case is analyzed through the lens of system thinking in order to provide evidence of the complexity and its root cause. A conceptual process model is used to reflect on the impacts of servitization on operational processes. The paper brings together the key arguments between the servitization-related literatures and a pragmatic approach to drive the servitization journey. The paper thus aims to provide insights into the transformation issues in the servitization context.
Original languageEnglish
Title of host publicationProceedings of ICSSI & ICServ, 2018
PublisherICSSI & ICServ, 2018
Publication dateNov 2018
Publication statusPublished - Nov 2018
EventICSSI & ICServ, 2018: SERVICE+ - Taichung, Taichung, Taiwan, Province of China
Duration: 13 Nov 201815 Nov 2018


ConferenceICSSI & ICServ, 2018
Country/TerritoryTaiwan, Province of China
Internet address


  • Servitization; advanced services; integrated products and services; integrated solutions; system thinking


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