Providing integrated solutions in the professional printing industry: The case of Océ

This paper aims to contribute to the discussion about the delivery of integrated solutions in the capital goods industry. The paper is based on an in-depth case study and presents a solution delivery framework that can help companies in the professional printing industry devise, deliver and price integrated solutions. The case of Océ suggests that succeeding as a solution provider requires developing the capability to provide highly customised service logic-based solutions while retaining the capability to provide, efficiently, standardised goods logic-based solutions. Hence, it suggests that adopting different delivery approaches to address customers with different types of needs can help achieve such a capability.

► The paper is based on an in-depth case study. ► It presents a solution-delivery framework for devising, delivering and pricing integrated solutions for the professional printing industry. ► Succeeding as a solution provider requires being capable of providing both service logic-based solutions and goods logic-based solutions. ► Adopting different delivery approaches to address customers with different types of needs can help achieve such a capability. ► Each approach should “accept” a certain amount of customer input and allow the charging of customers according to those accepted inputs.