Extended products in one-of-a-kind product delivery and service networks

The European capital goods industry delivering one-of-a-kind products is facing new challenges. In order to respond to increased customer demands and competition from outside Europe, the companies need to extend their range with different types of services. The offered services can be e.g. consulting services, engineering, benchmarking, simulation, optimisation, information, training, remote operation support or on-site fast maintenance. The paper explains the extended product model and how value-added services can be developed, engineered and delivered through a value creating network. The goal for the development of extended product concepts of the future is to create win-win situations for the suppliers (or network suppliers) as well as for the customers. The paper concludes with suggestions for further research within the challenging one-of-a-kind industry.