Business Model Innovation in Complex Service Systems: Pioneering Approaches from the UK Defence Industry

摘要

Manufacturers and operators of complex service systems are increasingly focused on customer-centric strategies. Examples include solution-based contracts, which provide more holistic approaches closely linking design, manufacture, use and reuse functions within a firm, or across a network of firms and suppliers, to deliver tailored value. Solutions deliver broader benefits that exceed the rewards of traditional transactional service delivery. Trends from the defence industry illustrate how innovative business models are applied in complex service systems to adapt and apply the knowledge resident in the firm and external networks. This paper seeks to share insights into understanding collaborative service approaches as firms adapt to changing market forces by retooling their priorities, focusing their resources, and adopting strategies driving new business models.