Introduction

The two case studies are analyzed and presented in a similar structure as much as possible, and no comparisons between the two are made at that stage. This approach is chosen so the two case studies are reported within their own context and can be compared easier afterwards. Both case studies start with an introduction of the company. In the next sections, the constructed instruments are applied on the cases. First according to the mass customization configuration, second on the possible amount of variety factors, third on the variety induced complexity factors and fourth on the search costs factors. At the end of the case studies I describe the lessons learned.

Analysis of the material is mixed with the material itself. If larger parts of an interview tell its own story, I put these interview parts in the text. Interview quotes are included in the text in italics and between quotation marks. Sometimes interview parts are condensed, visualized with brackets ([…]), or are clarified which is done as follows: (BR: …). Besides the interview quotes, there are some references in the text to material which is used as data source for the case studies, which is recognizable by the acronyms like (Source: FAQ) or (Source: DM).

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