The sixth and final theme of the course looks at service operations and strategies from the perspective of organizational and institutional transformations.
Service strategies carry potential for higher profit margins and sustained competitive advantage. On the flipside, they require changes to organizational activities, client relationships, strategic decision-making and industry-wide norms and practices. In this theme, we will explore how such changes make the implementation—and success—of service strategies a challenging task. After the module, you are able to understand
1) how service transformation is fundamentally an institutional phenomenon,
2) how institutional processes hinder (and in some cases support) service transformation,
3) what are some of the means available to companies to promote institutional change in support of service strategies, and
4) why the management of tensions—internally and toward external stakeholders, is important for the success of service strategies.
WEDNESDAY 31.3: Service transformation as an institutional change
& presentation article: "The iron cage exposed: Institutional pressures and heterogeneity across the healthcare supply chain".
This article describes how different organizations in the healthcare supply chain (i.e. hospitals, distributors and manufacturers) respond to institutional pressures when implementing inter-organizational systems. You can assign yourself into the article presentation team here. After reading the article and watching the article presentation and reading the slides (available on Tuesday 30.3. 10 am), do a peer-review of the presentation (for those NOT participating in the presentation team).
Additional supportive learning articles include:
WEDNESDAY 7.4: Industry example of an institutional change
Prereading & presentation article: "Innovation in service ecosystems—Breaking, making, and maintaining institutionalized rules of resource integration". You can assign yourself into the article presentation team here.
After reading the article and watching the article presentation and reading the slides (available on Tuesday 6.4. 10 am), do a peer-review of the presentation (for those NOT participating in the presentation team).
The day's guest speaker is Ilmari Veijola from Siemens. He will be discussing the challenges relating to a partnership between Siemens and Nestle in jointly running a factory.
LEARNING DIARY on service transformation: Write a short reflective online learning diary
on service transformation.