Servitization of manufacture

TLDR

The paper aims to fuel debate on the practices and technologies critical to servitization and to deepen understanding of the servitization process and its implications for broader operations. Using case‑based research of four leading manufacturers delivering advanced services, the study reports on the organization and skill‑sets of their service personnel. The findings describe desirable front‑line service behaviours, the supporting skill‑sets, their organizational arrangements, and explain why these factors are essential.

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.