Complex Engineering Service Systems

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Complex Engineering Service Systems

Engineering Applications and Design
Design for Manufacturing and Assembly

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Creating value in any service market depends on many key factors. These include the ability to work closely with customers, partners and suppliers; the ability to anticipate customers’ future requirements; and the ability to integrate and optimize business processes, people, tools and information to create value-added service systems and solutions.

In today’s business environment, increased pressure on budgets means that customers are increasingly looking for greater value for money, and long-term service contracts to support complex engineering products are becoming the norm. Customers for complex engineering products are not passive recipients of goods; they recognize the need for close integration of service systems with their own business systems and are taking an active role in working with their suppliers to ensure those services deliver the outputs they need in an affordable way.

BAE Systems is not only one of the world’s largest manufacturers in the defense, security and aerospace sectors; it is also one of the largest service providers in this industry. We have some of the best engineers in the world, creating highly complex engineering solutions for our customers, and providing support and services for these products requires complex engineering service systems. As well as integrating industrial capabilities, complex service systems are often embedded within a customer’s organization, with multiple supply chains and an extensive network of subordinate service providers.

The field of complex engineering service systems is a developing area of interest for both ourselves, as industrial practitioners, and the academic researchers with whom we collaborated in the areas described in this book. As an organization we have had the privilege, along with the UK Engineering and Physical Sciences Research Council, of supporting the research undertaken by the Support Service Solutions: Strategy and Transformation Project (S4T), upon which this book is based.

The research carried out in this field has helped us to explore and address the complexity of the challenging new environment in which our business operates to support our customers better. Working with the S4T researchers and academics has given us insights and different perspectives into what underpins value-added service offerings.

Complex engineering service systems do require new ways of thinking; changes in mind set and an evolution in business models, processes, organization, tools and information management, to deliver continually improving performance over product lifecycles that span decades. Our commitment to research in this field is about investment in our future, to maximize our potential and to provide the highest levels of service and best value for money for our customers.

TOC

1 Towards a Core Integrative Framework for Complex
Engineering Service Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Irene Ng, Glenn Parry, Duncan McFarlane and Paul Tasker

Part I Organization and Enterprise
2 Service Enterprise Transformation . . . . . . . . . . . . . . . . . . . . . . . 25
Valerie Purchase, Glenn Parry and John Mills
3 Enterprise Imaging: Visualizing the Scope and Dependencies
of Complex Service Enterprises . . . . . . . . . . . . . . . . . . . . . . . . . 49
John Mills, Glenn Parry and Valerie Purchase
4 Complexity Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Glenn Parry, Valerie Purchase and John Mills
5 Towards Understanding the Value of the Client’s Aspirations and Fears in Complex, Long-term Service Contracts . . . . . . . . . . 87
John Mills, Glenn Parry and Valerie Purchase

Part II Delivering Service Contracts
6 Redefining Organizational Capability for Value Co-creation
in Complex Engineering Service Systems. . . . . . . . . . . . . . . . . . . 109
Irene Ng, Sai Nudurupati and Jason Williams
7 Service Uncertainty and Cost for Product Service Systems . . . . . 129
John Ahmet Erkoyuncu, Rajkumar Roy, Partha Datta, Philip Wardle and Frank Murphy
8 Incentives and Contracting for Availability:
Procuring Complex Performance . . . . . . . . . . . . . . . . . . . . . . . . 149
Nigel D. Caldwell and Vince Settle
9 Behavior Transformation: An Examination of Relational Governance in Complex

Part III Service Information Strategy
10 A Framework for Service Information Requirements . . . . . . . . . 183
Rachel Cuthbert, Duncan McFarlane and Andy Neely
11 Investigating the Role of Information on Service Strategies Using Discrete Event Simulation . . . . . . . . . . . . . . . . . . . . . . . . . 197
Rachel Cuthbert, Ashutosh Tiwari, Peter D. Ball, Alan Thorne and Duncan McFarlane
12 A Blueprint for Engineering Service Definition . . . . . . . . . . . . . . 215
Alison McKay and Saikat Kundu

Part IV Complex Product Integration
13 Contracting for Availability and Capability in the De fence Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Christopher J. Hockley, Jeremy C. Smith and Laura J. Lacey
14 Enabling Support Solutions in the De fence Environment . . . . . . . 257
Christopher J. Hockley, Adam T. Zagorecki and Laura J. Lacey
15 Modeling Techniques to Support the Adoption
of Predictive Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Ken R. McNaught and Adam T. Zagorecki
16 Component Level Replacements: Estimating Remaining
Useful Life . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
W. Wang and M. J. Carr
17 Scheduling Asset Maintenance and Technology Insertions . . . . . . 315
W. Wang and M. J. Carr

18 Simulation Based Process Design Methods for Maintenance Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Joe Butterfield and William McEwan
19 Integrated Approach to Maintenance and Capability Enhancement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
Emma Kelly and Svetan Ratchev
20 Mapping Platform Transformations . . . . . . . . . . . . . . . . . . . . . . 375
Clive I. V. Kerr, Robert Phaal and David R. Probert

Part V Integrating Perspectives for Complex Engineering
Service Systems
21 Service Thinking in Design of Complex
Sustaining Solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
L. A. Wood and P. H. Tasker
22 Towards Integrative Modeling of Service Systems . . . . . . . . . . . 417
Peter J. Wild
23 Complex Engineering Service Systems: A Grand Challenge . . . . . 439
Irene Ng, Glenn Parry, Roger Maull and Duncan McFarlane

Contribution by:

Navneet Bhushan and Kanwal Rai