Abstract
The goal of mass customization is to efficiently provide customers with what they want, when they want it, at an affordable price. Realizing this promise demands from the perspective of process design the integration of customers into the value chain of the manufacturer. Here, configuration processes play a crucial role to manage this task by providing customers support and navigation in co-designing their individual product or service. But this capability of “choice navigation,” enabled by modern configuration systems, is just one of three strategic capabilities of mass customization. This chapter explains why configuration systems are playing a crucial role in meeting the particular demands of each individual customer and addresses the fundamental capabilities of sustainable mass customization: solution space development, the design of robust processes, and choice navigation.
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