2013
DOI: 10.1108/17410381311327431
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Servitization of manufacture

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 fron… Show more

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Cited by 114 publications
(56 citation statements)
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“…This reinforces evidence of previous research suggesting that customers prefer solutions that include provider-customer relationship processes to facilitate the definition of customer requirements, customization of services and post deployment support (Tuli et al, 2007). Moreover, the relational-process view fits the advanced manufacturer's service category suggested by Baines et al (2013), in which the range of service activities stretches beyond production competences to take on activities that are internal to the customer. Indeed, in the OBC service system we analyzed many of the provider's servitized operations shown in Fig.…”
Section: Theoretical Contributionssupporting
confidence: 66%
“…This reinforces evidence of previous research suggesting that customers prefer solutions that include provider-customer relationship processes to facilitate the definition of customer requirements, customization of services and post deployment support (Tuli et al, 2007). Moreover, the relational-process view fits the advanced manufacturer's service category suggested by Baines et al (2013), in which the range of service activities stretches beyond production competences to take on activities that are internal to the customer. Indeed, in the OBC service system we analyzed many of the provider's servitized operations shown in Fig.…”
Section: Theoretical Contributionssupporting
confidence: 66%
“…Table 1 elucidates the terminology and examples from the original authors. In addition, Baines, Lightfoot, Smart, and Fletcher (2013) clarified characteristics of the service offerings and revenue payment models of base, intermediate and advanced services which is depicted in Table 2. Baines, Lightfoot, Smart and Fletcher, 2013 It is important to understand the rationale behind the categorization, base services are narrow activities which focus on product provision, whereas intermediate services focus on stretched services that are based on existing production competences/customer maintenance services.…”
Section: Types Of Services Offered By Manufacturersmentioning
confidence: 99%
“…Possíveis objetivos conflitantes entre produtos e serviços exigem práticas de gestão, incluindo Sistemas de Avaliação de Desempenho que captem a natureza das interdependências entre as duas atividades (KASTALLI et al, 2013). Baines et al (2013) focam na implantação e habilidades pessoais críticas para a servitização, e Baines e Lightfoot (2014) apontam as práticas operacionais e tecnologias para a servitização. Aponta-se que, para a servitização, os fabricantes precisam integrar a adoção de uma ampla gama de atividades do cliente e também reter capacidades de projeto e produção para subsistemas complexos e de alto valor, possibilitando a capacidade de resposta, melhorias contínuas no design do produto, e oferecer uma rota para transferir as melhores práticas da produção (BAINES; LIGHTFOOT, 2014).…”
Section: Contudo Enriquecer E Sistematizar O Conjunto De Indicadoresunclassified
“…Servitização Baines et al (2013) Comparar o desempenho e as habilidades dos funcionários com outras medidas de desempenho, financeiras.…”
Section: Análise Bibliométrica: Características Avançadasunclassified