Title: Value co-creation in the management of projects delivering integrated solutions: the case of BT Global Services in the UK

Authors: Carlos Eduardo Yamasaki Sato

Addresses: School of Business, Management and Economics, Science Policy Research Unit (SPRU), Jubilee Building, The Freeman Centre, University of Sussex, Falmer, Brighton, East Sussex, BN1 9SL, UK

Abstract: This paper investigates the role of value co-creation in the management of projects delivering integrated solutions, implementing a new business model for incumbent telecommunications operators. The case study of BT Global Services (BTGS) shows that BT's business unit responsible for the business of projects delivering integrated solutions requires collaboration at a strategic level between BTGS and customers. An empirical framework is proposed for value co-creation in projects delivering integrated solutions. It highlights the strategic alignment between the integrated solution's provider (BTGS) and the customer as the main feature that differentiates this framework from those in the existing literature. It also highlights the importance of considering post-project (i.e., longer-term benefits after the handover) factors when evaluating project success.

Keywords: integrated solutions projects; value co-creation; service innovation; next generation networks; NGNs; UK.

DOI: 10.1504/IJPOM.2018.090367

International Journal of Project Organisation and Management, 2018 Vol.10 No.1, pp.54 - 81

Received: 12 Jul 2016
Accepted: 31 Jul 2017

Published online: 13 Mar 2018 *

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