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The performance of direct workers has a significant impact on the competitiveness of many manufacturing systems.Unfortunately, s ystems designers are ill-equipped to assess this impact during the design process. An opportunity exists to assist designers by expanding the capabilities of popular simulation modelling tools, and using them as a vehicle to better consider human factors during the process of manufacturing system design. To support this requirement, this paper reports on an extensive review of literature that develops a theoretical framework which summarizess the principal factors and relationships that such a modelling tool should incorporate.

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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.