Organising Servitization Paper
Taija Turunen and Andy Neely - Working Paper, released August 2012
This paper identifies the structural changes that are needed when a manufacturer seeks to increase its service provision. Using a longitudinal case study design, we explored the organisational changes that took place as a manufacturer shifted to service provision. The paper illustrates how different organisational tensions emerged during the shift to services and how the service teams self-organised in response to these tensions, in advance of management’s decision to re-organise.