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Servitization of manufacture: Exploring the deployment and skills of people critical to the delivery of advanced services

Research output: Contribution to journalArticle

Original languageEnglish
Pages (from-to)637-646
Number of pages10
JournalJournal of Manufacturing Technology Management
Volume24
Issue number4
DOIs
DatePublished - 2013

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.

    Research areas

  • Manufacturing, Manufacturing systems, Operations management, Operations strategy, Product-service systems, Service systems, Servitization, Successful manufacturers

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