Developing integrated solution offerings for remote diagnostics: A comparative case study of two manufacturers

Abstract

Purpose: This paper analyzes two manufacturing firms entering condition based maintenance business reveals the complex nature of establishing integrated solutions. Existing literature on integrated solutions is contrasted critically against empirical findings. Design/methodology/approach: Descriptive, comparative case study focuses on solution offerings in two different companies. The data consist of 57 thematic interviews of both manufacturer and customer representatives and company documents. Findings: In integrated solutions, value is created incrementally through the customer‐provider co‐production process. Building integrated solutions business requires managing the interdependence of the solution components – both within the provider company and the offering, and between the provider and the client – to enable this collaborative process. Research limitations/implications: The case studies were first conducted separately and later compared. However, despite some minor differences in case methodologies, no problems were encountered in the comparative analysis of the data sets. Originality/value: The paper departs from the canons of earlier literature as it proposes a revised definition for integrated solution offerings; it emphasizes balanced amalgamation of multiple perspectives instead of just replacing the old ones; it questions the view of solutions development as a straight‐forward implementation process; and it switches perspective from the manufacturer to the business of the client as the main system.