A strategy formulation methodology for companies seeking to compete through IVHM enabled service delivery systems

Abstract

This thesis makes a contribution to knowledge through the development of a strategy formulation methodology for manufacturing organisations who wish to compete through advanced technology enabled service delivery systems. The research introduces the reader to the concept of Product Service Systems (PSS) and the process of ‘servitization’. It identifies Integrated Vehicle Health Management (IVHM) as one of a set of enabling technological applications, which if adopted, can facilitate the supply of “intelligent” or “informated” products. Such products enable the manufacturer to monitor the condition and usage of these products ‘in the field’ thereby enabling aligned service solutions to be offered. A five phase research programme is undertaken which seeks to understand the principles of IVHM and gain knowledge of the level of practitioner awareness of the concept and related issues. The research then explores and defines the concept of the service delivery system, and identifies and reviews operations strategy formulation methodologies. A pre-pilot methodology is adopted which is then tested via case application to generate a list of requirements and specification. A pilot methodology is designed to suit the specification and tested via industrial case studies and expert practitioner evaluation. The pilot methodology is finally refined prior to verification and validation through industrial case application and further expert practitioner evaluation. This research delivers a sequential and iterative strategy formulation methodology which fills a gap that is identified through a state of the art literature review and practitioner survey. The documented methodology is the result of a structured development and test programme and is shown to be feasible, useable and useful by test and validation by numerous manufacturing organisations. It makes a significant contribution to knowledge. This is attained through seeking to understand the organisation’s actual competitive position, its alignment to the stakeholder’s service requirements, and organisational structure. It also offers alignment relative to the level of technology adoption when offering intelligent/informated products. The research provides a strategy formulation methodology to deliver an enhanced service delivery system.