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.
Bibliographical noteThis 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.
- service systems
- operations strategy
- successful manufacturers
- product-service systems
- operations management
- manufacturing systems
Baines, T., Lightfoot, H., Smart, P., & Fletcher, S. (2013). Servitization of manufacture: exploring the deployment and skills of people critical to the delivery of advanced services. Journal of Manufacturing Technology Management, 24(4), 637-646. https://doi.org/10.1108/17410381311327431