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Towards service-oriented organisational culture in manufacturing companies

机译：在制造公司中建立面向服务的组织文化

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Purpose - The purpose of this paper is to bring new insight into the barriers of service business development in installed base manufacturing companies by studying the transformation from an organisational culture perspective. It proposes a new framework that can be used both in studying the transition and in supporting the change within an organisation. Design/methodology/approach - A case study-based approach was applied together with conceptual work based on literature in order to construct the framework. The study was carried out in two manufacturing companies and the framework was tested on four other occasions. The data collection methods included interviews, organisational culture surveys and workshops. Findings - The paper provides a service culture and capability framework with tentative descriptions of transformations in the basic elements needed to facilitate the significant progress of a service business. It also gives empirical examples of how the transformation can manifest itself in organisational culture. Research limitations/implications - The framework is promising, but further research is needed in terms of theoretical and empirical validation. Practical implications - The paper contributes to supporting the transformation from a product-oriented culture towards a more customer-oriented and service-oriented culture. It suggests that the transformation can be facilitated by exploring and communicating new core task demands and synchronised development of customer relations, management, service development practices and service business understanding. It argues that this is also a possibility for renewing an entire organisation and improving its readiness for the future. Originality/value - This paper offers an essential, but little known organisation culture perspective to the theoretical discussion on industrial service business development.
机译：目的-本文的目的是通过从组织文化的角度研究转型，使已安装的基础制造公司的服务业务发展障碍获得新见解。它提出了一个新框架，可用于研究过渡和支持组织内部的变更。设计/方法/方法-基于案例研究的方法与基于文学的概念工作一起被应用，以构建框架。这项研究是在两家制造公司中进行的，并且在另外四个场合中对该框架进行了测试。数据收集方法包括访谈，组织文化调查和研讨会。调查结果-本文提供了一种服务文化和能力框架，并初步描述了促进服务业务显着进步所需的基本要素的转变。它还提供了有关转型如何在组织文化中体现自己的经验示例。研究的局限性/意义-该框架是有希望的，但是需要在理论和经验上进行进一步的研究。实际意义-本文有助于支持从以产品为导向的文化向更加以客户为导向和以服务为导向的文化的转变。它表明，可以通过探索和交流新的核心任务需求以及同步发展客户关系，管理，服务开发实践和服务业务理解来促进转型。它认为这也是更新整个组织并改善其对未来的准备的可能性。创意/价值-本文为工业服务业务发展的理论讨论提供了基本但鲜为人知的组织文化视角。

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