Expanding industrial service offerings is an essential growth and diversification strategy for manufacturing companies. However, the unstructured development of service portfolios introduces complexity drivers into organizations and presents new challenges in providing services efficiently and flexibly. This paper explores service complexity in manufacturing companies and evaluates levers for complexity management approaches. Applying an exploratory sequential mixed methods design, complexity drivers are qualitatively identified and clustered into complexity categories. The effect of these complexity categories on the efficiency and flexibility of the service provision is then quantitatively explored via an online survey. Correlation analysis reveals substantial interrelations among task complexity (0.61), service program complexity (0.49), and the complexity of service, support, and customer processes (0.48), highlighting these as most critical to efficiency in successful service provision. This study enables companies to assess and mitigate service complexity by identifying the key pain points for implementing complexity management measures.
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SickKids Res Inst, Toronto, ON, CanadaUniv Toronto, Temerty Fac Med, Toronto, ON, Canada
Beatty, Madison
Miranda, Susan
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SickKids Res Inst, Toronto, ON, CanadaUniv Toronto, Temerty Fac Med, Toronto, ON, Canada
Miranda, Susan
Adams, Sherri
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Univ Toronto, Temerty Fac Med, Toronto, ON, Canada
SickKids Res Inst, Toronto, ON, Canada
Hosp Sick Children, Div Paediat Med, Toronto, ON, CanadaUniv Toronto, Temerty Fac Med, Toronto, ON, Canada
Adams, Sherri
Stinson, Jennifer
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SickKids Res Inst, Toronto, ON, Canada
Hosp Sick Children, Div Paediat Med, Toronto, ON, Canada
Hosp Sick Children, Dept Anesthesia & Pain Med, Toronto, ON, CanadaUniv Toronto, Temerty Fac Med, Toronto, ON, Canada
Stinson, Jennifer
Desai, Arti
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Univ Washington, Dept Pediat, Seattle, WA USAUniv Toronto, Temerty Fac Med, Toronto, ON, Canada
Desai, Arti
Bartlett, Leah
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Royal Victoria Reg Hlth Ctr, Barrie, ON, CanadaUniv Toronto, Temerty Fac Med, Toronto, ON, Canada
Bartlett, Leah
Culbert, Erin
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Credit Valley Hosp, Mississauga, ON, CanadaUniv Toronto, Temerty Fac Med, Toronto, ON, Canada
Culbert, Erin
Cohen, Eyal
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Univ Toronto, Temerty Fac Med, Toronto, ON, Canada
SickKids Res Inst, Toronto, ON, CanadaUniv Toronto, Temerty Fac Med, Toronto, ON, Canada
Cohen, Eyal
Orkin, Julia
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Univ Toronto, Temerty Fac Med, Toronto, ON, Canada
SickKids Res Inst, Toronto, ON, Canada
Hosp Sick Children, Div Paediat Med, Toronto, ON, CanadaUniv Toronto, Temerty Fac Med, Toronto, ON, Canada
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Trent Univ, Sch Educ, Off Res & Innovat, 1600 West Bank Dr, Peterborough, ON, CanadaTrent Univ, Sch Educ, Off Res & Innovat, 1600 West Bank Dr, Peterborough, ON, Canada
Bruce, Catherine D. D.
Flynn, Tara
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Trent Univ, Sch Educ, Peterborough, ON, CanadaTrent Univ, Sch Educ, Off Res & Innovat, 1600 West Bank Dr, Peterborough, ON, Canada
Flynn, Tara
Yearley, Shelley
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Trillium Lakelands Dist Sch Board, Huntsville, ON, CanadaTrent Univ, Sch Educ, Off Res & Innovat, 1600 West Bank Dr, Peterborough, ON, Canada