Customer Focused Complexity Management

Research output: Book/ReportPh.D. thesis

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Modern manufacturing companies operate in an increasingly complex world of customers demanding high-quality customised solutions, delivered quickly and at a low price. This has resulted in high levels of internal complexity leading to deteriorating operational performance. Therefore, the effective management of complexity has become a key competitive factor. However, the elimination of complexity may impact the ability of companies to satisfy the needs of their customers. The purpose of this PhD is to explore ways for effective management of complexity in manufacturing companies that also minimise the resulting negative impacts on the future business of existing customers.

This thesis presents a set of four studies exploring various elements of this challenge. First, a procedure for identifying unprofitable product variety for termination while minimising the resulting loss of business from existing customers is presented and tested. Next, an approach for the development and implementation of configurators that address the distinct obstacles related to the management of product-related services is proposed and tested. Finally, a systematic literature review is conducted to synthesise how on-time delivery (OTD) performance is defined and used in literature. Based on the identified gaps, the ways to improve the accuracy delivery performance measurement systems are explored.

The results of testing the proposed procedure for product variety reduction illustrate the importance and relevance of considering the resulting negative impacts of product variety reduction on the abilities of companies to satisfy the future needs of existing customers. The approach for the development and implementation of configurators for product-related services highlight the challenges and benefits related to better management of these services. The systematic literature review reveals significant gaps in the existing literature on OTD performance. By addressing these gaps, the study finds that the enhancement of delivery performance measurement systems can lead to valuable insights for improvements to the management of product delivery services.
Original languageEnglish
Place of PublicationKgs. Lyngby
PublisherTechnical University of Denmark
Number of pages291
ISBN (Electronic)978-87-7475-717-7
Publication statusPublished - 2023
SeriesDCAMM Special Report


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