Servitization of manufacture: Exploring the deployment and skills of people critical to the delivery of advanced services
Journal of Manufacturing Technology Management
ISSN: 1741-038X
Article publication date: 29 April 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.
Keywords
Citation
Baines, T., Lightfoot, H., Smart, P. and Fletcher, S. (2013), "Servitization of manufacture: Exploring the deployment and skills of people critical to the delivery of advanced services", Journal of Manufacturing Technology Management, Vol. 24 No. 4, pp. 637-646. https://doi.org/10.1108/17410381311327431
Publisher
:Emerald Group Publishing Limited
Copyright © 2013, Emerald Group Publishing Limited