Developing integrated solution offerings for remote diagnostics

Abstract

Purpose: This paper analyzes two manufacturing firms entering condition based maintenance business reveals the complex nature of establishing integrated solutions. Existing literature on integrated solutions is contrasted critically against empirical findings.Design/methodology/approach: Descriptive, comparative case study focuses on solution offerings in two different companies. The data consist of 57 thematic interviews of both manufacturer and customer representatives and company documents.Findings: In integrated solutions, value is created incrementally through the customer‐provider co‐production process. Building integrated solutions business requires managing the interdependence of the solution components – both within the provider company and the offering, and between the provider and the client – to enable this collaborative process.Research limitations/implications: The case studies were first conducted separately and later compared. However, despite some minor differences in case methodologies, no problems were encountered in the comparative analysis of the data sets.Originality/value: The paper departs from the canons of earlier literature as it proposes a revised definition for integrated solution offerings; it emphasizes balanced amalgamation of multiple perspectives instead of just replacing the old ones; it questions the view of solutions development as a straight‐forward implementation process; and it switches perspective from the manufacturer to the business of the client as the main system.