Governing and Managing Customer-Initiated Engineering Change: An In-Depth Case Study of a Global Industrial Supplier

  • Anita Friis Sommer
  • Simon Haahr Storbjerg
  • Iskra Dukovska-Popovska
  • Kenn Steger-Jensen
Part of the IFIP Advances in Information and Communication Technology book series (IFIPAICT, volume 414)


Engineering change management is managing an alteration made to the technical system and/or its related value chain processes and documentation that have already been released during the product and process design process. The change can either emerge during the process or be initiated internally or externally by for instance customers. Managing initiated engineering changes is a vital source for improving product performance and radically reducing change costs. Customer-initiated engineering change is an area growing in importance decreasing product life cycles and increasing demand for customisation. Through an in-depth case study, this paper investigates which process and what governance setup is appropriate to manage customer initiated engineering changes, referred to as request management. The paper includes a proposal for a request management framework and a task-based iterative process model based on existing engineering change management theory and case study findings.


Engineering change management customer-initiated change management request management case study 


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Copyright information

© IFIP International Federation for Information Processing 2013

Authors and Affiliations

  • Anita Friis Sommer
    • 1
  • Simon Haahr Storbjerg
    • 1
  • Iskra Dukovska-Popovska
    • 1
  • Kenn Steger-Jensen
    • 1
  1. 1.Institute for Mechanical Engineering and ProductionAalborg UniversityDenmark

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