Abstract

Steve Marlowe (Head of Business Strategy at Rolls Royce Defence Aerospace) and Irene Ng (Professor of Marketing Science, University of Exeter and Visiting Research Fellow at IfM) will be presenting some of the thinking on the project in Rolls Royce that has been going on for approximately a year, investigating the link between value and resources as an organisation that has been excellent in the design and manufacture of engines makes the transformation to become a service organisation of the future. The presentation discusses the changes in value propositions that involve people, complex equipment, activities and the interactions between the propositions; and how the organisation has to start thinking differently about service, to the extent that it could even affect the way it designs and manufactures its engines.