Complexity management actions in studied cases
| Actions | Company A | Company B |
|---|---|---|
Shaping the digital service system
| Installing telematics units for equipment Building a cloud platform Collecting data from equipment Providing basic remote monitoring capabilities Developing advanced data analytics Developing software platforms Developing digital services | Building IoT architecture Installing telematics units for equipment Collecting data from equipment Providing basic remote monitoring capabilities Developing application prototypes Developing digital services |
Shaping the organization
| Hiring data specialists Building a dedicated team for DS development Organizing the DS team into certain sub-teams Allocating a head of digitalization in all business units to manage and maintain development initiatives and resources Allocating a dedicated person to manage external resources and partners Allocating customer segment owners in each business unit to drive development and adoption | Hiring service designers Leading development by individuals in business units interested in IoT Building a distributed team consisting of key individuals from different functional units Allocating the head of DS |
Shaping the network
| Collaborating with external companies for software and application development Acquiring resources from partners to expand the development team Acquiring small technology companies Negotiating with customers to collect data Collaborating with universities and research centers to gain technological know-how | Collaborating with external companies for software and application development Negotiating with customers to collect data Segmenting customers and focusing on those who could be interested in value-adding services Collaborating with customers in designing and validating digital services Collaborating with universities and research centers to gain technological know-how Participating in different research programs Collaborating with external service design and technology consultants |
| Actions | Company A | Company B |
|---|---|---|
| Shaping the digital service system Building infrastructure Developing digital capabilities Creating digital services | Installing telematics units for equipment | Building IoT architecture |
| Shaping the organization Acquiring new resources Organizing development team Assigning integrator roles | Hiring data specialists | Hiring service designers |
| Shaping the network Building a network of external technology suppliers Collaborating with customers Collaborating with knowledge providers | Collaborating with external companies for software and application development | Collaborating with external companies for software and application development |
Source(s): Created by authors