1;Foreword;6 2;Acknowledgements;8 3;Preface;10 4;How to Customize this Book;12 5;Contents;13 6;A Graphical Index of Chapters;17 7;Introduction, with Focus on the Customer;18 8;1 Mass Customization, Components and Customer Intimacy;26 8.1;1.1 The Lego Generation Grows Modular, with Grown-up Products and Configurators;26 8.2;1.2 The Causes: Why Custom-tailored, and why Industrial Mass Customization;27 8.3;1.3 From Mass Production of the Past to a Modern, Component- based Economy;28 8.4;1.4 The Road to Customer Intimacy;30 8.5;1.5 The Benefits of Focus on Both the Customer and the Process;33 8.6;1.6 Knowledge Sharing Related to Components;35 9;2 Selling Customized While Producing Industrialized;38 9.1;2.1 Modularization Related to Product Upgrades and Life- cycle;38 9.2;2.2 From "Assemble to Order" or "Engineer to Order" - to Configure- to- Order;40 9.3;2.3 Configure-to-Order Trends;43 9.4;2.4 Marketing to Demanding yet Cost-conscious Customers and Segments;44 9.5;2.5 The Ubiquitous Nature of Configure-to-Order;48 9.6;2.6 Timing the Transition;53 9.7;2.7 Pine's Matrix Helps to Reduce Uncertainty on Market Turbulence;53 9.8;2.8 Implementation: A Leap or Several Small Steps;56 10;3 Mass Customization of Services;57 10.1;3.1 Service Customization;57 10.2;3.2 The Relationship Between Services and Software;57 10.3;3.3 Examples of Using Service Automation to Treat Different Customers Differently;59 10.4;3.4 Customizing Public Administration;61 11;4 Mass Customization of Software Products;66 11.1;4.1 The Multiple Roles of the Software Industry;67 11.2;4.2 Software Components Viewed as Service-Providers;67 11.3;4.3 Customizing Software Support and Training;69 11.4;4.4 Buy and Build Rather than Buy or Build;72 11.5;4.5 Five Basic Concepts of Software Customization;73 11.6;4.6 Collaborative and Adaptive Customization - Intermixed in Complex Products;79 11.7;4.7 Parameterization in Software Products;80 11.8;4.8 Other Adaptive-Software Techniques;86 12;5 Streamlining the Product and the Processes;88 12.1;5.1 A Targeted Process Thinking;88 12.2;5.2 Component-based Products, Bids, After Sales - and Design- to- Configure;90 12.3;5.3 Long-lived Product Generations, Few Components, Many Possible Combinations;91 12.4;5.4 Co-modularization to Double and Re-double the Dividend;92 12.5;5.5 Product Families vs. Components;97 12.6;5.6 Modularity Types;99 12.7;5.7 Corporate Driving Forces of Modularity;103 12.8;5.8 IT and Knowledge Technology in Achieving the Conflicting Objectives;104 12.9;5.9 The Benefits of Dynamic Product Structures;105 12.10;5.10 Managing Change in Customer Requirements;107 12.11;5.11 A Brief yet Amazing Calculation Exercise;107 12.12;5.12 Propagating Parameterization Throughout the Process;109 13;6 The Importance of Data, and the Ability to Capitalize on It;111 13.1;6.1 IT in Sales and Marketing;111 13.2;6.2 CRM in Brief: Ask for More;112 13.3;6.3 Automating to Sell;114 13.4;6.4 Architecting the Configurability as a Product Tree or a Component Pool;117 13.5;6.5 Configurators;120 13.6;6.6 Evaluation of Configurators - the Extended Checklist;124 14;7 Trends in the Order Process for Complex Products and Services;133 14.1;7.1 Extreme Engineer-to-Order Industries ( a Few Facts from a British Survey);133 14.2;7.2 Mainstream Configure-to-Order Industries ( a Few Facts From a Car- dealer Study);136 14.3;7.3 Globalization - The Opportunity to Grow;137 14.4;7.4 An Ego-neutral Aid in Workplace Conflicts;138 14.5;7.5 Customer Relationship Management and Learning More from Customer Data;139 14.6;7.6 Trends in Information Technology;141 14.7;7.7 The Web as a Technology Driver;144 15;8 Concluding Remarks;148 16;9 Afterword: the Virtual Future ...;150 17;Supplement 1 - Industry Cases;158 17.1;S1.1 CtO in High Value Electronics - Configuration for a Global Network of Dealers: American Power Conversion ( APC);158 17.2;S1.2 Heavyweight CtO - Pioneering Modularization and Mass Customization for Export and Growth: Scania;162 17.3;S1.3 High Volume CtO