A Framework for Building Customer-Centric Teams in Engineering Services Companies
Joshi, Nilesh (2025)
2025
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Tiivistelmä
With tough competition and changing expectations of clients, it forces engineering services companies to adopt a customer-centric culture to stay ahead. Hence this thesis focusses on development and implementation of a customer-centric framework limited to engineering service firms to enhance client satisfaction and collaboration for long-term business success.
The research addresses the critical factors that hinder organizations in engineering services to implement customer-centricity, such as organizational culture, communication gaps, and resistance to change. A mixed-methods strategy involving quantitative data through surveys and qualitative data through interviews and case studies was employed to identify critical elements in assembling high-performing client-focused teams. This involves team composition, communication mode, client relationship management, and performance measurement. A practice enhancing framework is put forth to align the skills of the teams as per client requirements, applying technology for better customer experience, and emphasize continuous improvement based on client feedback. In a case study conducted at a Finnish pulp and paper company, the application of framework reflects adaptability concerning various industry contexts and spontaneous client requirements.
The results encourage customer-centricity by documenting some of its benefits such as better client satisfaction, improved client alliances, and enhanced project outcomes. In the end, recommendations are made as achievable steps to guide engineering services companies to adopt the effective implementation of the framework into a vibrant customer-centric culture that instigates innovation and sustainable development.
The research addresses the critical factors that hinder organizations in engineering services to implement customer-centricity, such as organizational culture, communication gaps, and resistance to change. A mixed-methods strategy involving quantitative data through surveys and qualitative data through interviews and case studies was employed to identify critical elements in assembling high-performing client-focused teams. This involves team composition, communication mode, client relationship management, and performance measurement. A practice enhancing framework is put forth to align the skills of the teams as per client requirements, applying technology for better customer experience, and emphasize continuous improvement based on client feedback. In a case study conducted at a Finnish pulp and paper company, the application of framework reflects adaptability concerning various industry contexts and spontaneous client requirements.
The results encourage customer-centricity by documenting some of its benefits such as better client satisfaction, improved client alliances, and enhanced project outcomes. In the end, recommendations are made as achievable steps to guide engineering services companies to adopt the effective implementation of the framework into a vibrant customer-centric culture that instigates innovation and sustainable development.