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

Fingerprint

Industry
Service economy
Design methodology
Factors
Service delivery

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

Cite this

@article{c2b11cefd0d549c0a15a8558b39e5048,
title = "Servitization of manufacture: exploring the deployment and skills of people critical to the delivery of advanced services",
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.",
keywords = "service systems, operations strategy, manufacturing, successful manufacturers, product-service systems, servitization, operations management, manufacturing systems",
author = "Tim Baines and Howard Lightfoot and Palie Smart and Sarah Fletcher",
note = "This article is {\circledC} 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.",
year = "2013",
doi = "10.1108/17410381311327431",
language = "English",
volume = "24",
pages = "637--646",
journal = "Journal of Manufacturing Technology Management",
issn = "1741-038X",
publisher = "Emerald Group Publishing Ltd.",
number = "4",

}

Servitization of manufacture : exploring the deployment and skills of people critical to the delivery of advanced services. / Baines, Tim; Lightfoot, Howard; Smart, Palie; Fletcher, Sarah.

In: Journal of Manufacturing Technology Management, Vol. 24, No. 4, 2013, p. 637-646.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Servitization of manufacture

T2 - exploring the deployment and skills of people critical to the delivery of advanced services

AU - Baines, Tim

AU - Lightfoot, Howard

AU - Smart, Palie

AU - Fletcher, Sarah

N1 - 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.

PY - 2013

Y1 - 2013

N2 - 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.

AB - 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.

KW - service systems

KW - operations strategy

KW - manufacturing

KW - successful manufacturers

KW - product-service systems

KW - servitization

KW - operations management

KW - manufacturing systems

UR - http://www.scopus.com/inward/record.url?scp=84879979089&partnerID=8YFLogxK

U2 - 10.1108/17410381311327431

DO - 10.1108/17410381311327431

M3 - Article

AN - SCOPUS:84879979089

VL - 24

SP - 637

EP - 646

JO - Journal of Manufacturing Technology Management

JF - Journal of Manufacturing Technology Management

SN - 1741-038X

IS - 4

ER -