Smart services in manufacturing - approaches for the organizational design of technical service organizations for smart service delivery

Abstract

The complexity and dynamism of global markets is driving the manufacturing industry to evolve from product-based business models to solution providers by integrating smart services. This shift poses challenges, particularly for the organizational design of technical service organizations that deliver these services. Despite the growing importance of servitization, research on the organizational impact of smart services remains limited. Combining a systematic literature review and case study approach with expert interviews, this study examines how smart services affect organizational design of technical service organizations, in the following dimensions: structure, people, processes, and reward systems. The findings offer initial design approaches for manufacturers transitioning to smart service delivery and advance theoretical and practical insights in this field.