Complex Engineering Service Systems

1. Service Enterprise Transformation.- 2. Enterprise Imaging: Visualising the Scope and Dependencies of Complex Service Enterprises.- 3. Complexity Management.- 4. Towards Understanding the Value of the Client's Aspirations and Fears in Complex, Long-term Service Contracts.- 5. Redefining Organisational Capability for Value Co-creation in Complex Engineering Service Systems.- 6. Service Uncertainty and Cost for Product Service Systems (PSS).- 7. Incentives and Contracting for Availability: Procuring Complex Performance (PCP).- 8. Behaviour Transformation: An Examination of Relational Governance in Complex Engineering Service.- 9. A Framework for Service Information Requirements.- 10. Investigating the Role of Information on Service Strategies Using Discrete Event Simulation.- 11. A Blueprint for Engineering Service Definition.- 12. Contracting for Availability and Capability in the Defence Environment.- 13. Enabling Support Solutions in the Defence Environment.- 14. Modelling Techniques to Support the Adoption of Predictive Maintenance.- 15. Component Level Replacements: Estimating Remaining Useful Life.- 16. Scheduling Asset Maintenance and Technology Insertions.- 17. Simulation Based Process Design Methods for Maintenance Planning.- 18. Integrated Approach to Maintenance and Capability Enhancement.- 19. Mapping Platform Transformations.- 20. Service Thinking in Design of Complex Sustainment Solutions.- 21. Towards Integrative Modelling of Service Systems.

Irene Ng is the Professor of Marketing Science at the University of Exeter Business School, the ESRC/Advanced Institute of Management Research (AIM) Service Fellow and Visiting Research Fellow at the University of Cambridge. Professor Ng was a business practitioner for more than 10 years before switching to an academic career. During her time in industry she occupied a number of senior positions rising to become CEO of the SA Tours group of companies (Singapore, Malaysia, China and UK) and founded Empress Cruise Lines, a company with an annual turnover of USD250m.

Irene's research interest lies in the concept of value: understanding, delivering, designing, pricing, contracting and innovating based on value, as well as delivering value in complex service systems. She has published in numerous international journals in the domains of engineering, management, marketing, information systems, economics, education and sociology and she is the author of the book The Pricing & Revenue Management of Services: A Strategic Approach. She is also a consultant and advisor to several organizations in the UK, Italy, Sweden, South Africa, Singapore and Malaysia.

Glenn Parry received his PhD from the University of Cambridge and has worked as a Strategy Consultant for L.E.K. Consulting and as a Senior Research Fellow at the University of Warwick and University of Bath. His research in the areas of transformation, resource, through-life-cost and metrics is characterised by a strong practical focus. He has worked with leading companies including Airbus, Atkins Global, BAE Systems, Balfour Beatty, BMW, Daimler and Rolls-Royce. He is on the editorial board of the Journal of Enterprise Transformation and is co-editor of the automotive book Build To Order: The Road to the 5-Day Car, published by Springer. Glenn is now Principal Lecturer in Strategy and Operations Management at Bristol Business School, part of theUniversity of the West of