TITLE:
Operations & Maintenance Business Model Transformation—Multiple Case Studies
AUTHORS:
Harri Hyvönen
KEYWORDS:
Governance, Service, Information Management, Outsourcing, Innovation
JOURNAL NAME:
Modern Economy,
Vol.5 No.13,
December
4,
2014
ABSTRACT: Capital goods companies’ service offering
has been mainly to provide spare parts and maintenance work. In search of
growth, these companies have expanded to new areas, such as Operations &
Maintenance. Instead of operating and maintaining e.g. production processes
itself, a customer can outsource a wide variety of managed services based on
agreed service levels. There has been a special focus on global information
management know-how, governance, process know-how, physical assets, and spare
and wear parts. In order to get a good coverage of case studies, we selected
five large global suppliers and two customer companies in telecommunication,
energy, mining, and pulp and paper business. By implementing the right
capabilities in information man- agement and human resources, by managing
contract through governance models and by offering right products, a
traditional company can transform to the Operations & Maintenance busi-
ness model.