Service Enterprise Transformation

Abstract

This chapter examines the challenges in transforming a complex multi-organisational service enterprise. It builds on a review of relevant literature and an empirical analysis of the early experience and lessons learned by industry and MoD partners in the ATTAC (ATTAC (Availability Transformation: Tornado Aircraft Contract) is a long-term, whole-aircraft availability contract where BAE Systems take prime responsibility to provide Tornado aircraft with depth support and upgrades, incentivised to achieve defined levels of available aircraft, spares and technical support at a target cost.) enterprise which delivers a through life support programme in the defence sector. The transformation will be explored within three sections. The first illustrates and further develops current understanding of the drivers and challenges inherent in the move to service. In the second section, the need for a ‘holistic enterprise perspective’ for service delivery in complex engineering systems is discussed and illustrated through the ATTAC case study. Finally, the challenges in undertaking such a complex transformation process are discussed. The frameworks created may support future service enterprise leaders in identifying and communicating to all stakeholders the key drivers for the transition to through-life support services and assessing the key barriers which may be faced in managing their own transformation.