Leadership in high-value services for manufacturers: people and the delivery of advanced services

Tim Baines, Howard Lightfoot

Research output: Chapter in Book/Published conference outputConference publication


This short paper sets out to further develop the debate around the practices and technologies within operations that are critical to success with servitization. This paper draws findings from four companies that are leading in their delivery of advanced services, and reports on the organisation and
skill-sets of people within these organisations. In particular it examines the roles and activities of people within the front-office, identifies the skill-sets that are espoused as being critical, and then seeks to present the rational that explains this importance. It concludes by proposing a working
hypothesis for future studies in this field.
Original languageEnglish
Title of host publicationProceedings of the Spring Servitization Conference 2013
EditorsTimothy Baines, Ben Clegg, David Harrison
Place of PublicationBirmingham (UK)
PublisherAston University
Number of pages8
ISBN (Electronic)978-1-9058-9998-6
Publication statusPublished - 20 May 2013
EventSpring Servitization Conference 2013 - Birmingham, United Kingdom
Duration: 20 May 201321 May 2013


ConferenceSpring Servitization Conference 2013
Abbreviated titleSSC 2013
Country/TerritoryUnited Kingdom
OtherServitization in the multi-organisation enterprise

Bibliographical note

© Aston Business School


  • servitization
  • product Service-System
  • manufacturing
  • advanced services
  • through-life services


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