Criticalincidentsincomplexservicecontracts:Safetychallengesandmeansofprevention
CharaMakri,PhDStudentProfessorAndyNeely,Supervisor
InstituteforManufacturingDepartmentofEngineering
ThisstudyispartoftheresearchthatCambridgeServiceAlliancehasbeenconductinginpartnershipwithBAESystemsandissponsoredbyEPSRC
Servicesintoday’sworld…
Source:http://uk.reuters.com accessedon30/05/16
‘BabcockInternational(BAB.L)andBAESystems(BAES.L)havewoncontractsworthatotalof3.2billionpoundstomaintainBritishwarships,submarinesandnavalbasesforthenextfiveyears’
ResearchMotivation
ResearchObjective Data Analysis Results&
DiscussionContextualFramework
ConcludingRemarks
ServitizationofManufacturing
Strategic
Economic
Environmental
↓Riskofownership
Motives(VandermerweandRada,1988)
(Neely,2008)
(Mont,2002)
(Wardetal.,2005)
Newcapabilities
Largenetworks
Experimentationtogaincapabilities
Transferofrisk
Challenges(e.g.Oliva&Kallenberg,2003)
(e.g.Davies,2004 )
(e.g.Ward&Graves,2006 )(Nordinetal.,2011)
(OlivaandKallenberg,2003)
(Sullivan&Beach,2009)
(Salehetal.,2010)
Focus:operational,performance,financial
Consequences:sociallynoticeable
Increasedmortality&environmentalcosts
Risks
”..theprocessofcreatingvaluebyaddingservicestoproducts.”Bainesetal.,2009
(VandermerweandRada,1988)
ResearchMotivation
ResearchObjective Data Analysis Results&
DiscussionContextualFramework
ConcludingRemarks
Maintain/Improvesafety
Incidentreporting
AccidentCausation
SafetyCulture
System&humanredundancy
Openandhonestcommunication
Continuouslearning
Flexiblestructures
Standardprocedures &min.requirements
Outstandingtechnology
AccidentCausation*HROsLiterature
OrganisationalCompetencies
ResearchMotivation
ResearchObjective Data Analysis Results&
DiscussionContextualFramework
ConcludingRemarks
Maintain/Improvesafety
*e.g.Robertsetal.1994;Tranfieldetal.2003;Hopkins2007;Sullivan&Beach2009;Salehetal.2010;Lekka&Sugden2011;Sutcliffe2011;Makri&Neely2015
ResearchObjective
Howcanservitizedmanufacturersmanagesafetychallengesgiventhelargenetworksinvolvedinservice
provision?
Source:http://www.julyan.biz/networks/ accessedon31/05/16
ResearchMotivation
ResearchObjective Data Analysis Results&
DiscussionContextualFramework
ConcludingRemarks
Data
23ExploratoryInterviewswithopen-endedquestions(CorbinandStrauss,1990;StarksandTrinidad,2007) – TheoreticalSampling
• Whatsortofservicecontractsareyoufamiliarwith?• Whatarethechallengingaspectsofthese?• Howwouldyoudefineaccountability?• Howdoestheshifttoamulti-organisationalfocusinfluenceyourperceptionofaccountability?
• Whatmechanismsdoyouusetomanagethrough-lifeaccountabilitywithinyourorganisation?
• …
ResearchMotivation
ResearchObjective Data Analysis Results&
DiscussionContextualFramework
ConcludingRemarks
Analysis
DataCollection Coding
Amendquestions
Categories Concepts
ResearchMotivation
ResearchObjective Data Analysis Results&
DiscussionContextualFramework
ConcludingRemarks
Results&Discussion
Codes Interviews References Codes Interviews References
Organisational 73% 16% Legislation 27% 4%
Confusionoveraccountabilities 64% 12% Technology 27% 2%
Lackofcontrol 55% 10% Culturaldifferences 23% 3%
Incentives 45% 6% CulturalIssues 14% 1%
Balancebetweencostandrisk 36% 7% Cultureofcontinuous
learning 14% 3%
Culture(safe- just) 36% 9% Normalisationofdeviance 14% 1%
Conflictingaccountabilities 32% 3% Communicationissues 9% 3%
Culture(personal- ethics) 32% 3% Complacency 9% 2%
Culture(other) 27% 5% Humanredundancy 5% 1%
Incidentreporting 27% 6% Standardprocedures 5% 3%
ResearchMotivation
ResearchObjective Data Analysis Results&
DiscussionContextualFramework
ConcludingRemarks
Results&Discussion
‘Idon’tthinkitwilleverfullybedefinedofwhoisaccountableandresponsibleforwhat,withinaservicecontract,andthatiswhereweareputtingouremphasis
now,inmakingpeopleunderstand.’
HeadofProductSafetyDefence Manufacturer
ResearchMotivation
ResearchObjective Data Analysis Results&
DiscussionContextualFramework
ConcludingRemarks
IndividualAttitudes&Values
Incentives
Commercial&Operations
Structures&Hierarchies
Procedures Legislation
Assessment&ContinuousLearning
Technology&Systems
CompetencyofPeople
ContextualFramework
ResearchMotivation
ResearchObjective Data Analysis Results&
DiscussionContextualFramework
ConcludingRemarks
ConcludingRemarks
Practice• Guidancetoolforservitizedmanufacturers
Theory• Servitization• Accident Causation
ResearchMotivation
ResearchObjective Data Analysis Results&
DiscussionContextualFramework
ConcludingRemarks
ConcludingRemarks
Mainfindings• Threemaincategories:Dutyholder&GovernanceAttitudesCompetences
• HROattributes:Needfurtherevidence
Limitations&FurtherResearch• ExploratoryResearch:-leadsforfurtherresearch-newpropositions
• Supplementanalysiswithpastcriticalfailures:Interviews&officialinvestigationreports
ResearchMotivation
ResearchObjective Data Analysis Results&
DiscussionContextualFramework
ConcludingRemarks
DameJudith,HealthandSafetyExecutive‘Healthandsafety:thejourneybacktocommonsenseandpersonalresponsibility'
Source:https://www.youtube.com/watch?v=J4xQnulGYdg&feature=youtu.be accessedon25/05/16.
Criticalincidentsincomplexservicecontracts:Safetychallengesandmeansofprevention
CharaMakri,PhDStudent([email protected])ProfessorAndyNeely,Supervisor
“Rulesandprescriptionssimplydonotwork.Itisjudgement,knowledgeandcompetence,thatisrequiredtodecidewhatisreasonableandwhatispracticable,youcannotmanagehealth
andsafetythroughrulesandtickingboxes”
Scanmetoaccessthepaper
Scanmeforprofileinformation
Forthcoming Webinars
Date14:30hr GMT
Topic Invitedspeaker
April11th MappingEcosystems:IdentifyingServiceInnovations.***TOOL***
Prof.AndyNeely
May9th Supplyinginnovation:unlockinginnovativebehavioursinthesupplychain
Dr.Jingchen Hou
June13th FacilitatingCo-CreationinLivingLabs:TheJosephsStudy
KatherineGreve
July18th Service inthePlatformContext:areviewofthestateofart
Xia Han
September12th EnterpriseKPI’s– Aligningmetrics acrosscomplexservicenetworks
ProfAndyNeely
October3rd Critical Incidentsincomplexservicescontracts:humancausesandmeansofprevention
Chara Makri
November14th FeedbackfromtheFrontline:EngagingFront-LineEmployeesinService Contracts
DrFlorianUrmetzer
December 12th ToolsWebinar ProfAndyNeely