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 language | English |
|---|---|
| Pages (from-to) | 637-646 |
| Number of pages | 10 |
| Journal | Journal of Manufacturing Technology Management |
| Volume | 24 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - 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