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Customization-based interaction in ETO
Jönköping University, School of Engineering, JTH, Supply Chain and Operations Management.ORCID iD: 0000-0003-0825-4497
2019 (English)Licentiate thesis, comprehensive summary (Other academic)
Abstract [en]

Customization is an important way for suppliers to offer value to customers and to be competitive. There is a variety of methods suppliers can adopt to offer customization. What they have in common is that some form of interaction between customer and supplier is required as customization is based on involving individual customers in specifying a solution to be produced. This can be achieved, for example, by allowing the customer to choose from components or values that have been defined in advance, later to be assembled or put together according to the customer's wishes. As the possibilities for customization are clearly defined in advance, the supplier can rationalize their procedure to capture customer needs and propose an appropriate solution. This differs from cases where the customer is already involved in the development, design, or engineering stage ± so-called engineer-to-order (ETO) scenarios. Here, the customer is not bound to predefined possibilities for customization, which means that the interaction required to define the solution can extend beyond that required when customization possibilities are predefined and thus limited. In this thesis, customization-based interaction in ETO is investigated, both with the intention of improving the understanding of interaction in this context as such but also to offer ways of explaining how some approaches to customization have implications for interaction that differ from others. The result of the research consists of an account of how interaction is manifested in ETO and how different approaches to customization can be understood to clarify their implications for how solutions are defined.

Abstract [sv]

Kundanpassning är ett viktigt sätt för leverantörer att erbjuda värde till sina kunder och på så vis vara konkurrenskraftiga. Det finns en rad olika metoder som leverantörer kan anta för att erbjuda kundanpassning. Gemensamt är att någon form av interaktion mellan kund och leverantör förutsätts, då kundanpassning baseras på att involvera den enskilda kunden i att specificera den lösning som ska produceras. Det kan exempelvis göras genom att kunden tillåts välja mellan olika komponenter eller värden som definierats i förväg, som därefter monteras eller sätts samman enligt kundens önskemål. Eftersom möjligheterna till kundanpassning är tydligt definierade i förväg kan leverantören därför rationalisera deras procedur för att fånga upp kundkrav och föreslå en lämplig lösning. Denna metod skiljer sig från fall då kunden involveras redan i utvecklings, design, eller konstruktionsfasen, så kallade konstruktion-mot-order (engineer-to-order, ETO) scenarion. Kunden är i dessa fall inte bunden till fördefinierade möjligheter för kundanpassning, vilket gör att interaktionen som krävs för att definiera lösningen inte kan rationaliseras i samma utsträckning. I denna uppsats undersöks kundanpassningsbaserad interaktion i ETO, både med avsikt att förbättra förståelsen för interaktion i denna kontext som sådan men även för att erbjuda sätt att förklara hur vissa förhållningssätt till kundanpassning har implikationer för interaktion som skiljer sig från andra. Resultatet av forskningen utgörs av en redogörelse för hur interaktion tar sitt uttryck i ETO samt hur olika förhållningssätt till kundanpassning kan förstås för att tydliggöra deras innebörd för hur lösningar definieras.

Place, publisher, year, edition, pages
Jönköping: Jönköping University, School of Engineering , 2019. , p. 52
Series
JTH Dissertation Series ; 050
Keywords [en]
customization, engineer-to-order, interaction, solution spaces
Keywords [sv]
kundanpassning, konstruktion-mot-order, interaktion, lösningsrymd
National Category
Business Administration Production Engineering, Human Work Science and Ergonomics
Identifiers
URN: urn:nbn:se:hj:diva-46868ISBN: 978-91-87289-53-8 (print)OAI: oai:DiVA.org:hj-46868DiVA, id: diva2:1371720
Presentation
2019-11-28, E1022, Jönköping University, School of Engineering, Jönköping, 09:00 (English)
Opponent
Supervisors
Available from: 2019-11-20 Created: 2019-11-20 Last updated: 2019-11-20Bibliographically approved
List of papers
1. Defining solution spaces for customizations
Open this publication in new window or tab >>Defining solution spaces for customizations
2018 (English)In: Advances in Production Management Systems. Production Management for Data-Driven, Intelligent, Collaborative, and Sustainable Manufacturing. APMS 2018 / [ed] Ilkyeong Moon, Gyu M. Lee, Jinwoo Park, Dimitris Kiritsis, Gregor von Cieminski, Cham: Springer, 2018, Vol. 535, p. 95-100Conference paper, Published paper (Refereed)
Abstract [en]

Customization in different flavors have been identified as an important differentiator if low-cost competitiveness is not viable. To provide a customer unique solution is however not the same as providing a solution that is designed and individualized for a particular delivery to a customer. These two cases are illustrations of how customer requirements may be fulfilled differently depending on the match between stated requirements and the solution offered. The range of solutions that can be offered is represented by a solution space consisting of either predefined or postdefined solutions. Predefined refers to solutions that are defined before commitment to a customer and postdefined refers to solutions that are defined after commitment to a customer. Both cases are constrained by a boundary of possible solutions but the postdefined solutions provide opportunities for bounded innovation beyond what the predefined solutions can provide. Combining the properties of the different solution spaces provides not only an operational definition of customization but also supports in identifying strategic opportunities for extending the solutions and types of customizations a business provides. 

Place, publisher, year, edition, pages
Cham: Springer, 2018
Series
IFIP Advances in Information and Communication Technology, ISSN 1868-4238, E-ISSN 1868-422X ; 535
Keywords
Customization, Decoupling point, Solution space, Industrial management, Customer requirements, Differentiators, Low costs, Operational definition, Strategic opportunity, Sales
National Category
Business Administration
Identifiers
urn:nbn:se:hj:diva-41869 (URN)10.1007/978-3-319-99704-9_12 (DOI)2-s2.0-85053283344 (Scopus ID)9783319997032 (ISBN)9783319997049 (ISBN)
Conference
IFIP WG 5.7 International Conference on Advances in Production Management Systems, APMS 2018; Seoul; South Korea; 26 - 30 August 2018
Available from: 2018-10-19 Created: 2018-10-19 Last updated: 2019-11-20Bibliographically approved
2. Early steps in learning about organizational learning in customization settings: A communication perspective
Open this publication in new window or tab >>Early steps in learning about organizational learning in customization settings: A communication perspective
2019 (English)In: Learning Organization, ISSN 0969-6474, E-ISSN 1758-7905, Vol. 26, no 1, p. 27-43Article in journal (Refereed) Published
Abstract [en]

Purpose: This study aims to empirically investigate the role of learning for suppliers of individualized customizations from a communication perspective.

Design/methodology/approach: Five companies providing individualized customizations are investigated through an in-depth qualitative approach. The empirical material is based on data from five presentations in one workshop and seven interviews.

Findings: Four important categories of communication processes between suppliers and customers that stimulate learning were identified: the identification and confirmation of existing knowledge, the identification of knowledge gaps and the creation of new knowledge, the definition of relations and procedures and evaluation and learning.

Practical implications: These findings can help suppliers of individualized customizations become aware of the important role of organizational learning in their day-to-day operations and the value of improving as a learning organization.

Originality/value: This cross-disciplinary study brings together organizational learning and customization research. It is a study that focuses on communication in customization tasks as a base for learning. 

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2019
Keywords
Collaborative research, Communication, Customization, Learning organizations, Organizational learning, Task-based learning
National Category
Business Administration
Identifiers
urn:nbn:se:hj:diva-42405 (URN)10.1108/TLO-09-2018-0150 (DOI)000458240300004 ()2-s2.0-85058131362 (Scopus ID)HOA JTH 2019 (Local ID)HOA JTH 2019 (Archive number)HOA JTH 2019 (OAI)
Funder
Knowledge Foundation, KKS-20160210Knowledge Foundation, KKS-20170312
Available from: 2019-01-02 Created: 2019-01-02 Last updated: 2019-11-20Bibliographically approved
3. Sharing knowledge for customization: a triadic perspective
Open this publication in new window or tab >>Sharing knowledge for customization: a triadic perspective
2019 (English)Conference paper, Published paper (Refereed)
Abstract [en]

For customizations where individual customers are involved as early as in design stages, referred to as engineer-to-order (ETO), the ability to effectively share knowledge across organizational boundaries is a necessity. This concerns knowledge shared both in the customer interface and the supplier interface. Different situations may however require different processes for knowledge to be effectively shared. This research proposes a framework for analysing knowledge sharing complexity in ETO scenarios from a triadic perspective. Combined with empirical illustrations, the analytical framework supports in describing scenarios and their implications for effective knowledge sharing.

National Category
Business Administration
Identifiers
urn:nbn:se:hj:diva-45502 (URN)
Conference
26th International Annual EurOMA Conference, Helsinki, Finland, 17-19 June 2019
Available from: 2019-08-08 Created: 2019-08-08 Last updated: 2019-11-20Bibliographically approved

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Käkelä, Nikolas

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1415161718192017 of 32
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