Towards an operations strategy for product-centric servitization

Tim Baines, Howard Lightfoot, Joe Peppard, Mark Johnson, Ashutosh Tiwari, Essam Shehab, Morgan Swink

Research output: Contribution to journalArticlepeer-review


Purpose – This paper aims to present a framework that will help manufacturing firms to configure their internal production and support operations to enable effective and efficient delivery of products and their closely associated services.

Design/methodology/approach – First, the key definitions and literature sources directly associated with servitization of manufacturing are established. Then, a theoretical framework that categorises the key characteristics of a manufacturer's operations strategy is developed and this is populated using both evidence from the extant literature and empirical data.

Findings – The framework captures a set of operations principles, structures and processes that can guide a manufacturer in the delivery of product-centric servitized offering. These are illustrated and contrasted against operations that deliver purely product (production operations) and those which deliver purely services (services operations).

Research limitations/implications – The work is based on a review of the literature supported by data collected from an exploratory case study. Whilst it provides an essential platform, further research will be needed to validate the framework.

Originality/value – The principal contribution of this paper is a framework that captures the key characteristics of operations for product-centric servitized manufacture.
Original languageEnglish
Pages (from-to)494-519
Number of pages26
JournalInternational Journal of Operations and Production Management
Issue number5
Publication statusPublished - 24 Apr 2009


  • operations management
  • product management
  • service operations
  • services marketing


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