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

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.

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