JultikaUniversity of Oulu repository

Abstract

This thesis examines service productisation in the context of manufacturing companies. The study focuses on understandings, process, challenges of service productisation in the case Business Area. The aim is to figure out how manufacturing companies can improve their service business performance through service productisation. Three research questions are framed: 1) what is service productisation and what is its process according to the literature? 2) What is the current situation in the case BA regarding service productisation? 3) What are the recommendations on service productisation in the case BA?

A qualitative single-case study design is utilised. Literature review on the topics serves as the theoretical support for realising the case study. The case study is conducted from two levels of analysis: the case Business Area and the case service. Data is collected by semi-structured interviews, observations, material learnings, and meetings.

Results show that the previous literature of service productisation can work well in the case manufacturing company, from perspectives of perception, best practices, processes, benefits and challenges. Five practices are designed for productising the case service. A general framework for service productisation in the case company is put forward. Productisation facilitates the evaluation of a service product in a systematic way, which allows for discovering new business opportunities throughout the service productisation process.

Generalisation of findings is concerned as they are from a single case study. The whole service productisation process is not fully implemented in the case Business area due to the time limit. Practical outcomes need to be further validated.