From Products to Product-Service Systems: It Driven Transformation of a Medical Equipment Manufacturer to a Customer-Centric Solution Provider

10 Pages Posted: 1 Nov 2011

See all articles by J. M. Leimeister

J. M. Leimeister

University of St. Gallen; University of Kassel - Information Systems

Jens Fähling

Technische Universität München (TUM) - Information Systems

Helmut Krcmar

Technische Universität München (TUM)

Felix Köbler

affiliation not provided to SSRN

Date Written: October 31, 2011

Abstract

Meditec is a German manufacturer of instruments for surgeries. The company is quality leader in this sector and supplies many German and international hospitals. However, the opportunities for differentiation against competitors decrease continuously. New competitors from emerging markets are challenging the market position of established companies in this industry. Meditec is therefore forced to change its strategy and business model in order to survive in this novel competitive environment. The management of Meditec has decided to traverse from a pure product manufacturer to a customer-centric solution provider. This transformation requires the development of new processes, competencies and capabilities – especially with respect to IT and IT services. This teaching case helps in understanding the role of IT in product-service systems (PSS) and PSS-based business models. Therefore the case illustrates why IT is necessary to establish a PSS-based business model and why a customer-centric view is important for this kind of business model.

Keywords: Business value of IS/value of IS, Business model, Teaching case, Change management, Business process innovation, Business strategy, CIO, Corporate strategy

Suggested Citation

Leimeister, Jan Marco and Fähling, Jens and Krcmar, Helmut and Köbler, Felix, From Products to Product-Service Systems: It Driven Transformation of a Medical Equipment Manufacturer to a Customer-Centric Solution Provider (October 31, 2011). Available at SSRN: https://ssrn.com/abstract=1952169 or http://dx.doi.org/10.2139/ssrn.1952169

Jan Marco Leimeister (Contact Author)

University of St. Gallen ( email )

Varnbuelstr. 14
Saint Gallen, St. Gallen CH-9000
Switzerland

University of Kassel - Information Systems ( email )

Pfannkuchstraße 1
Kassel, 34121
Germany

Jens Fähling

Technische Universität München (TUM) - Information Systems ( email )

Boltzmannstr. 3
Garching b. Munich, 85748
Germany

Helmut Krcmar

Technische Universität München (TUM) ( email )

Arcisstrasse 21
Munich, DE 80333
Germany

Felix Köbler

affiliation not provided to SSRN ( email )

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