Affiliations: [a]
BAE Systems Australia, Nelson House, Nelson Place, Williamstown, VIC, Australia
| [b] School of Aerospace, Mechanical and Manufacturing Engineering, RMIT University, Bundoora VIC, VIC, Australia
Correspondence:
[*]
Corresponding author: Marcus Zeuschner, BAE Systems Australia, Nelson House, Nelson Place, Williamstown, Victoria 3016, Australia. Tel.: +61 3 9334 8008; Fax: +61 3 9334 8607; E-mail: marcus.zeuschner@baesystems.com
Abstract: The Product Service System (PSS) is a new business concept that aims to integrate all phases of the life cycle of complex engineering products from acquisition through sustainment to disposal. However, the PSS design has imposed significant risks to the manufacturer not only in the manufacture of the product itself, but also in the provision of support services over long periods of time at a pre-determined price. It is imperative that servitization transformations are linked to people’s expectations and the acknowledgement that no two service experiences or pathways to service are the same. Research of High Reliability Organizations (HROs) has shown that HROs have the required characteristics that can be applied to PSS design to overcome these issues. This paper explores correlations between HRO causal factors and PSS requisite capabilities along with service business model to define a new high reliability service dominant product service system.
Keywords: High reliability Organization, product service systems, servitization, transformation, sustainment
