The insurer and salvage agent perspectives on the relationship
altered during the 12-month period of the research. From a market-based approach to an
exchange based on a modular supply chain approach. Both parties to the exchange
recognized that success of the RL system relied on both organisations improving their
relationship through regular meetings and exchanges of information. Improving the
exchange through operating a modular governance structure was found to be important
in managing and enabling the increased transactional complexity for reused parts.
Quality assurance, clearly defined product specification and process controls raised the
level of transaction complexity that the salvage agent had to operate with. Increasing
complexity had challenged the salvage agents to improve their capabilities and to codify
their processes to auditable levels. Increased transaction and information complexity for
the salvage agent were enabled by a change in governance with the insurer.