Tóm tắt
Although the industrial service sector represents an increasingly
important sector in the economy, only a tiny fraction of research has
probed the secrets of how new industrial service processes are
structured. Reports the results of two case studies of internal producer
services in firms to develop a new pump and to upgrade existing test
facilities. By using a qualitative, interpretative data collection
method, quality elements, representing underlying quality dimensions,
were elicited from unrestricted verbal materials produced by participant
actors in the development process. Elements were then modelled as
quality blueprints depicting the structural aspects of how different
kinds of qualities were contributed by actors. Based on empirical case
data, two types of elements were distinguished. Core dimensions, which
had to be met for the project to succeed, were classified as defining
elements. Remaining elements, which were seen as consequences, were
termed derived. Argues that, by using qualitative blueprints, management
can become more aware of different quality dimensions connected with
industrial development work and is able to allocate resources according
to set priorities. Finally, draws some tentative conclusions regarding
the “underground” character of initial development work, the
high dependence on external competence and the similar stages of the
developing process.
