Enabling value co-production in the provision of support service engineering solutions using digital manufacturing methods

Abstract

Traditional engineering business models in aerospace manufacture and deliver finished equipment to the customer. Service provision is typically limited to procedural documentation and providing spare parts to the end user. Commercial pressures have resulted in end users structuring their own core business activities resulting in the need for original equipment manufacturer (OEM) to integrate and manage support service activities in partnership with the customer to deliver the availability of the equipment. This improves the probability of commercial success for the OEM through shared operational risks while reducing the cost of ownership for the customer. This paper applies four of the seven attributes of value co-creation (AVCs) developed by Ng, Nudurupati, and Tasker (2009) required for an integrated and partnered approach to service provision between the OEM and the customer. It also shows how these are supported through applying digital manufacturing methods for the design and implementation of complex service processes.