Operations & Maintenance Business Model Transformation—Multiple Case Studies

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.