Uncertainty management in engineering-service development: the role of organisational capabilities
International Journal of Operations & Production Management
ISSN: 0144-3577
Article publication date: 27 December 2021
Issue publication date: 3 January 2022
Abstract
Purpose
Engineering-service (ES) development is characterised by high uncertainty, the management of which is crucial for the success of the offering during the provision of ESs. This paper studies suitable organisational capabilities to address different uncertainty types.
Design/methodology/approach
Based on conceptualisation of individual uncertainty types and organisational capabilities, this study investigated their empirical links through six case studies of ES development projects. The data consisted of 64 semi-structured interviews, 10 weeks of observational data and 166 supporting documents describing the projects.
Findings
The findings provide empirical evidence for four distinct uncertainty types (environmental, organisational, technical and relational uncertainty) and the organisational capabilities needed for addressing them. The authors identified unique dominant capabilities for each uncertainty type (commercialisation for environmental uncertainty, coordination for organisational and technical uncertainty, and relational capabilities for relational uncertainty), which were complemented with supporting capabilities, including project management and integration.
Originality/value
This study contributes to the service operations literature by merging previously separate research streams on uncertainty and organisational capabilities in ESs and servitization. Through this merge, this study offers a more coherent understanding by extending previously sporadic insights into specific links between individual uncertainty types and individual capabilities.
Keywords
Acknowledgements
This research was funded by the alliance programme of the Nordic Five Tech universities and Danmarks Tekniske Universitet.
Citation
Ramirez Hernandez, T. and Kreye, M.E. (2022), "Uncertainty management in engineering-service development: the role of organisational capabilities", International Journal of Operations & Production Management, Vol. 42 No. 1, pp. 1-31. https://doi.org/10.1108/IJOPM-08-2020-0559
Publisher
:Emerald Publishing Limited
Copyright © 2021, Emerald Publishing Limited