Mills, J., Parry, G. and Purchase, V. (2011) Enterprise imaging. 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
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This chapter develops a two dimensional “Enterprise Image” capable of assisting independent provider and client stakeholders take an holistic perspective of their roles in complex support enterprises. Though the case study describes a complex, through-life, availability contract in the Defence sector , the image is believed to be applicable in other sectors. This is particularly the case in public sector to private sector contracts where both primary providers and clients have multiple aims and further independent organisations provide key inputs necessary for successful outcomes. In this environment the prime provider may manage combinations of their own and client staff at the client’s premises using facilities provided by the client. Thus the provider may be directly dependent on actions by the client to fulfill the contract. The contribution of this research is to provide a novel and structured mapping that illustrates the interfaces and dependencies that can emerge from complex, multi-organisational, contracts, provide a shared basis for co-operative discussion between stakeholders, and thus raise opportunities for new resource configurations and integration mechanisms that create further value for clients and providers.