Seeking efficiency through productisation: a case study of small KIBS participating in a productisation project

This paper discusses productisation in small knowledge-intensive business service companies (KIBS), whose typical problem is the inefficient production of services, starting from scratch for each client. The paper reviews literature on different approaches to developing services more ‘product-like’. It points out specific challenges linked to productisation of knowledge offerings and services that are co-produced with the customer. The case study examined a productisation project in which four KIBS productised one of their services with the help of a consultant. The results indicate that productisation contributes to the competitiveness and efficiency, and facilitates the development of customer understanding and business skills. An externally supported project is a good way to promote productisation in small KIBS where scarce resources often delay the adoption of this practice.