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Service supply chain integration in multi-organisation networks – Applying integration enablers and aligning process capabilities

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The effect of globalisation such as borderless markets, increasing competition, rapidly improving technology and changing customer requirements has changed the nature of original equipment manufacturers. As equipment provision has become more complex and competition heightened, firms have felt the pressure to add value, predominantly through the provision of services. This has encouraged supply chain collaboration with other key network partners, depending on establishing relationships with key supply chain partners.

The network perspective provides a new approach to how firms might acquire and exploit the capabilities of multiple firms in supporting future products and services. It is therefore becoming important for supply chain partners to understand how to integrate processes across the network. As services represent a growing share of revenue for some manufacturing companies, the area of service supply chain (SSC), a key enabler of this transformation, remains largely unexplored.

This research study introduces a methodology for integrating processes across the multi-organisation network (MON) using a process-capability assessment process. The full scope of this study involves case study research into multiple partners of a UK complex multi-organisation network. Preliminary results demonstrate that the agreement of a common set of integration enablers can be applied as an integration filter on critical process capabilities in MON . Furthermore, a process and performance hierarchy can be defined to support the integration of business, strategic and operational drivers, as well as to support the development of shared goals across the network.

Theoretical implications include a series of integration enablers for MON and a methodology for evaluating processes across network members. Practical implications include an integration process tool and new approaches to multi-organisation service network design. The outputs will be used to define key processes in managing or integrating multi-organisation networks.

Antigoni Iakovaki,

University of Cambridge, Institute for Manufacturing,

More info at: Abstract

This talk is part of the Cambridge Service Alliance Forum series.

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