Servitization of manufacture: exploring the deployment and skills of people critical to the delivery of advanced services

Tim Baines, Howard Lightfoot, Palie Smart, Sarah Fletcher

Research output: Contribution to journalArticle

Abstract

Purpose - This "research note" sets out to fuel the debate around the practices and technologies within operations that are critical to success with servitization. It presents a study of four companies which are delivering advanced services and reports on the organisation and skill-sets of people within these. Design/methodology/approach - This has been case-based research at four manufacturers leading in their delivery of services. Findings - It describes the desirable behaviour of people in the front-line of service delivery, identifies the supporting skill-sets, how these people are organised, and explains why all these factors are so important. Originality/value - This paper contributes to the understanding of the servitization process and, in particular, the implications to broader operations of the firm.
Original languageEnglish
Pages (from-to)637-646
Number of pages10
JournalJournal of Manufacturing Technology Management
Volume24
Issue number4
DOIs
Publication statusPublished - 2013

Bibliographical note

This article is © Emerald Group Publishing and permission has been granted for this version to appear here http://www.emeraldinsight.com/journals.htm?articleid=17087958. Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.

Keywords

  • service systems
  • operations strategy
  • manufacturing
  • successful manufacturers
  • product-service systems
  • servitization
  • operations management
  • manufacturing systems

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