Organizing lessons learned practice for product-service innovation

Many companies adopt lessons-learned practices to transform gained experiences into useful knowledge for future benefit. Researchers have examined lessons-learned practices in project-based organizations that primarily develop pure products or services in various disciplines and industrial sectors. However, little research exists on the lessons-learned practices in manufacturing companies offering integrated product-service combinations. Therefore, this study performs three case studies in two large manufacturing companies undergoing a servitization journey to becoming product-service providers. The study identifies ten requirements under three main categories-content, process, and technology-for better organized lessons-learned practice. Drawing from the requirements analysis, this study develops a method for representing lessons learned in product-service innovation contexts.