Description
Book SynopsisA comprehensive, practical introduction to one of the most important new trends in manufacturing, globally The delivery of a service component as an added value when providing products, servitization is all the rage in the manufacturing sector around the world.
Trade Reviewthis work provides valuable insights into servitisation in general, as well as a series of strategies that can also be applied to smaller product manufacturing firms I would recommend it to academics, manufacturers and consultants who strive to grasp the world of services better. (Production Planning and Control: The Management of Operations, August 2014)
Table of ContentsPreface xi
Foreword xv
1. Introduction 1
1.1 Terminology and Scope 4
1.2 Knowledge Base 10
1.3 What’s New Here? 14
1.4 Navigating This Book 16
Part 1: Business Context 19
2. Business Context for Servitization 23
2.1 An Economic Perspective 24
2.2 An Environmental Perspective 30
2.3 A Market and Social Perspective 37
2.4 A Technology Innovation Perspective 39
2.5 A Knowledge Perspective 42
2.6 Summarizing the Business Context 49
Part 2: Competing Through Services 51
3. Elements of Servitization 55
3.1 The Challenge of Visualizing What it Can Mean to Servitize 57
3.2 A Process of Servitization 61
3.3 Defining Base, Intermediate and Advanced Services 64
3.4 Features Commonly Coupled to Advanced Services 69
3.5 A Summary of Advanced Services 76
4. Business Implications of Advanced Services 79
4.1 Setting Out to Explore Financial Performance 80
4.2 Services, Revenues and Profitability 82
4.3 Motivations of Manufacturers Providing Advanced Services 87
4.4 Motivations of Customers Adopting Advanced Services 94
4.5 A Roadmap of Servitization and Advanced Services 100
Part 3: Service Delivery System 103
5. Delivery of Advanced Services 107
5.1 Searching for Leaders 107
5.2 A Perspective Against the World of Production 110
5.3 Advanced Services and Product–Service Systems 112
5.4 Service Delivery System for Advanced Services 116
5.5 Key Capabilities of a Service Delivery System 119
5.6 Chapter Summary 122
6. Performance Measures and Demonstration of Value 123
6.1 A Pyramid of Performance Measures 124
6.2 Customer Facing Measures of Performance 126
6.3 Macro Internal Measures of Performance 128
6.4 Local Internal Measures and Indicators of Performance 131
6.5 Demonstration of Value 134
6.6 Chapter Summary 138
7. Facilities and Their Location 143
7.1 Facilities in the Delivery of Advanced Services 144
7.2 Impact of Facilities and Their Location 148
7.3 Mitigating the Need for Co-Location 149
7.4 Chapter Summary 151
8. Vertical Integration and Organizational Structure 153
8.1 Organizational Structure in the Delivery of Advanced Services 154
8.2 Vertical Integration in the Delivery of Advanced Services 159
8.3 Impact of Vertical Integration and Organizational Structure 163
8.4 Mitigating the Need for Integration 166
8.5 Chapter Summary 167
9. Information and Communication Technologies 169
9.1 ICT Architecture in the Delivery of Advanced Services 170
9.2 Monitor 173
9.3 Transmit and Store 175
9.4 Analyse and Respond 176
9.5 Impact of ICT Capabilities 178
9.6 Chapter Summary 179
10. People Deployment and Skill-Sets 181
10.1 Deployment of Staff in the Delivery of Advanced Services 183
10.2 Behaviour and Skill-Sets of Front-Office Staff 185
10.3 Culture, Leadership and Incentives in the Front Office 191
10.4 Impact of an Integrated Skill-Set 194
10.5 Chapter Summary 197
11. Business Processes 199
11.1 Services Processes in a Production Environment 200
11.2 Business Processes in the Delivery of Advanced Services 204
11.3 Proactive Processes as the Core for Advanced Services Delivery 208
11.4 Chapter Summary 211
Part 4: Readiness to Servitize 213
12. Starting a Transition 217
12.1 Summarizing Servitization, Advanced Services and their Delivery System 218
12.2 A Readiness to Servitize 221
12.3 Overcoming the Obstacles to Transformation 230
12.4 The Journey Continues 232
Appendix: Acknowledgements and Guiding Studies 235
Index 243
