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Early steps in learning about organizational learning in customization settings: A communication perspective
Jönköping University, School of Engineering, JTH, Supply Chain and Operations Management.ORCID iD: 0000-0002-8993-4306
Jönköping University, School of Engineering, JTH, Supply Chain and Operations Management.ORCID iD: 0000-0003-0825-4497
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. Vol. 26, no 1, p. 27-43
Keywords [en]
Collaborative research, Communication, Customization, Learning organizations, Organizational learning, Task-based learning
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hj:diva-42405DOI: 10.1108/TLO-09-2018-0150ISI: 000458240300004Scopus ID: 2-s2.0-85058131362Local ID: HOA JTH 2019OAI: oai:DiVA.org:hj-42405DiVA, id: diva2:1274543
Funder
Knowledge Foundation, KKS-20160210Knowledge Foundation, KKS-20170312Available from: 2019-01-02 Created: 2019-01-02 Last updated: 2019-11-20Bibliographically approved
In thesis
1. Customization-based interaction in ETO
Open this publication in new window or tab >>Customization-based interaction in ETO
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
customization, engineer-to-order, interaction, solution spaces, kundanpassning, konstruktion-mot-order, interaktion, lösningsrymd
National Category
Business Administration Production Engineering, Human Work Science and Ergonomics
Identifiers
urn:nbn:se:hj:diva-46868 (URN)978-91-87289-53-8 (ISBN)
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

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Engström, AnnikaKäkelä, Nikolas

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