Service innovation through linking design, construction and asset management

Abstract

The service interface between the management of infrastructure projects and the subsequent management of assets requires greater attention (Kumaraswamy, 2011). While many companies in the construction and infrastructure markets have transitioned to service organisations, many remain focussed on the provision of goods. The construction industry has been quick to reinvent itself to reintegrate and disintegrate its supply chain (Cacciatori and Jacobides, 2005), and, to use mergers and acquisitions to broaden the service offering to include, for example, project management, facilities management and real estate management (Connaughton et al., 2015). However, there remains a lack of depth in service design and a disconnection between the project delivery service, asset management service and support for end-user experience in using assets.