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

被引：86
作者：
Baines, Tim [1 ]
Lightfoot, Howard [2 ]
Smart, Palie [2 ]
Fletcher, Sarah [3 ]
机构：
[1] Aston Business Sch, Birmingham, W Midlands, England
[2] Cranfield Univ, Cranfield Innovat Mfg Res Ctr, Cranfield, Beds, England
[3] Cranfield Univ, Sch Engn, Cranfield, Beds, England
来源：
JOURNAL OF MANUFACTURING TECHNOLOGY MANAGEMENT | 2013年 / 24卷 / 04期
基金：
英国工程与自然科学研究理事会;
关键词：
Service systems; Operations strategy; Manufacturing; Successful manufacturers; Product-service systems; Servitization; Operations management; Manufacturing systems;
D O I：
10.1108/17410381311327431
中图分类号：
T [工业技术];
学科分类号：
08 ;
摘要：
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.
引用
收藏
页码：637 / +
页数：12
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