Service enterprise transformation
Purcahse, V., Parry, G. and Mills, J. (2011) Service enterprise transformation. In: Ng, I., Parry, G., Wilde, P., McFarlane, D. and Tasker, P., eds. (2011) Complex Engineering Service Systems: Concepts and Research. London: Springer. ISBN 9780857291882 Available from: http://eprints.uwe.ac.uk/14382
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This chapter examines the challenges in transforming a complex multi-organisational service enterprise. The chapter builds on a review of relevant lit-erature and an empirical analysis of the early experience and lessons learned by industry and MoD partners in the ATTAC enterprise which delivers a through life support programme in the Defence sector. The transformation will be explored within three sections. The first illustrates and further develops current un-derstanding of the drivers and challenges inherent in the move to service. In the second section the need for a ‘holistic enterprise perspective’ for service delivery in complex engineering systems is discussed and illustrated through the ATTAC case study. Finally the challenges in undertaking such a complex transformation process are discussed. The frameworks created may support future service enter-prise leaders in identifying and communicating to all stakeholders the key drivers for the transition to through-life support services and assessing key barriers which may be faced in managing their own transformation.