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Journal cover: Journal of Manufacturing Technology Management

Journal of Manufacturing Technology Management

ISSN: 1741-038X
Previously published as: Integrated Manufacturing Systems

Online from: 2004

Subject Area: Operations and Logistics Management

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


Document Information:
Title:Servitization of manufacture: Exploring the deployment and skills of people critical to the delivery of advanced services
Author(s):Tim Baines, (Aston Business School, Birmingham, UK), Howard Lightfoot, (Cranfield Innovative Manufacturing Research Centre, Cranfield University, Cranfield, UK), Palie Smart, (Cranfield Innovative Manufacturing Research Centre, Cranfield University, Cranfield, UK), Sarah Fletcher, (School of Engineering, Cranfield University, Cranfield, UK)
Citation:Tim Baines, Howard Lightfoot, Palie Smart, Sarah Fletcher, (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 Iss: 4, pp.637 - 646
Keywords:Manufacturing, Manufacturing systems, Operations management, Operations strategy, Product-service systems, Service systems, Servitization, Successful manufacturers
Article type:Research paper
DOI:10.1108/17410381311327431 (Permanent URL)
Publisher:Emerald Group Publishing Limited
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.



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