European Manufacturers Shape Up for Services

Vandermerwe, Sandra; Matthews, William H.; Sánchez-Rada, J. Fernando

doi:10.1108/eb039335

Cited by 21 publications

(15 citation statements)

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“…The particular topic of servitization is considered even less. Exceptions include Brax (2005) who notes that credibility with customers is fundamental, and similarly, Vandermerwe and Rada (1989) who stress the importance of identification with the individual customers. Yet, the question remains unanswered; what is the behaviour we should expect of people engaged in the delivery of advanced services?…”

Section: Context and Questionsmentioning

confidence: 99%

Servitization of manufacture

Baines

Lightfoot

Smart

et al. 2013

Journal of Manufacturing Technology Management

112

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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.

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Section: Context and Questionsmentioning

confidence: 99%

Servitization of manufacture

Baines

Lightfoot

Smart

et al. 2013

Journal of Manufacturing Technology Management

112

View full text Add to dashboard Cite

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“…Davies et al, 2004;2006;Vandermerwe et al, 1989;Wise and Baumgartner, 1999). Until recently, there has been little that examined upstream relationships.…”

Section: Supply Network Relationships In the Context Of Pssmentioning

confidence: 99%

Product Service Systems and supply network relationships: an exploratory case study

Lockett

Johnson

Evans

et al. 2011

Journal of Manufacturing Technology Management

106

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Design/Methodology/Approach -The research uses case based research which is appropriate for exploratory research of this type. In depth interviews were conducted with key personnel in a focal firm and two members of its supply chain and the results were analysed to identify emergent themes.Findings -The research has identified differences in supplier behaviour dependent on their role in PSS delivery and their relationship with the PSS provider. In particular it suggests that for a successful partnership it is important to align the objectives between PSS provider and suppliers.Originality/ value -This research provides a detailed investigation into a PSS supply chain and highlights the complexity of roles and relationships among the organisations within it. It will be of value to other PSS researchers and organisations transitioning to the delivery of PSS.

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“…Therefore, the attention given to acquiring competencies-and particularly the service competence-to address the schools' needs demonstrates the desire for greater proximity with customers, as observed by Wise and Baumgartner (1999). As Vandermerwe and Rada (1989) said, people must identify with individual customers. Investments in infrastructure were also undertaken, in accordance with the observations of Mathieu (2001), Oliva and Kallenberg (2003) and Gebauer et al (2010): departments for educational services were created and are now part of the publishers' sales/marketing divisions.…”

Section: Discussion and Final Considerationsmentioning

confidence: 99%

Servitization: organizational implications and acquisition of competencies

Junior

Silva

2016

Revista PO: R. Eletr. de Eng. de Produção e Correlatas

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Servitização é um movimento estratégico no qual empresas – usualmente indústrias de alto valor agregado – expandem suas ofertas ao adicionar serviços aos produtos existentes. Este artigo busca estudar a transição à servitização sob uma perspectiva organizacional, pois as mudanças organizacionais requeridas estão entre as principais dificuldades a superar. O Modelo Estrela de design organizacional foi empregado para descrever e explicar como tais mudanças, em termos de estratégia, estrutura, processos, pessoas e recompensas, ocorreram na indústria de livros didáticos. Esse é um setor particularmente interessante, pois tem crescentemente oferecido serviços e conteúdo digital, ligados ao livro didático impresso. Uma pesquisa empírica de multi-casos foi realizada em três editoras no Brasil, focalizando em seu relacionamento com um cliente-chave: escolas privadas de ensino primário e secundário. Dados coletados de relatórios das editoras bem como de entrevistas nessas editoras e na sua clientela de escolas, foram analisados e então compilados em insights descritivos. Evidências sugerem que a adaptação das capacidades e processos das editoras incluíram mudanças de mentalidade, para melhor compreender as necessidades dos clientes; a aquisição de novas competências, usualmente pela contratação de ex-funcionários de escolas, experientes e com habilidades interpessoais; e maior integração entre equipes de serviços (comercial) e desenvolvimento de produtos (editorial). Os insights aqui oferecidos podem encorajar gestores a avaliar e revisar sua atual ou futura transição à servitização.

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European Manufacturers Shape Up for Services

Abstract: Many companies are building on their manufacturing expertise and branching out to provide services for their customers. Here, a number of European firms demonstrate how they manage this new customer relationship and ensure that the service business is profitable.

Cited by 21 publications

References 0 publications

Servitization of manufacture

Servitization of manufacture

Product Service Systems and supply network relationships: an exploratory case study

Servitization: organizational implications and acquisition of competencies

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