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 |
Keywords
- Manufacturing
- Manufacturing systems
- Operations management
- Operations strategy
- Product-service systems
- Service systems
- Servitization
- Successful manufacturers
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