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SUMMARY:Service Design for a Military Jet-Engine: Themes and Implications 
 - Peter Wild - Ifm (University of Cambridge)
DTSTART:20090121T163000Z
DTEND:20090121T173000Z
UID:TALK16385@talks.cam.ac.uk
CONTACT:Thomas Jun
DESCRIPTION:Rolls-Royce is a frequent example of a company that has adapte
 d well to the shift to a service economy. This however\, tells us little b
 out how they go about designing the Service offering for a specific engine
 \, airframe\, and customer combination\; nor what qualities (such as custo
 mer focus and collaboration) are associated with such endeavours. Within t
 he IPAS project the opportunity arose to undertake a study of how Rolls-Ro
 yce's Mission Ready Management Systems Group (MRMS) undertook the creation
  of the ROCET (RB199 Operational Contract for Engine Transformation) Avail
 ability program for the RB199 engine. We present a background and overview
  of the ROCET programme and its context\, as well as the key themes and im
 plications that emerged from the interview data. These include issues such
  as: the need for customer focus\; the need for deep collaboration\; the n
 eed to fully understand market differences and the need to treat service d
 ifferently\, from but interrelated to products.
LOCATION:Marshall's meeting room (next to EDC loft)\, Inglis Building\, En
 gineering Department
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