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Made to Serve: How Manufacturers can Compete Through Servitization and Product Service Systems(English)

Made to Serve: How Manufacturers can Compete Through Servitization and Product Service Systems(English)

          
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About the Book

A 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. Yet, despite the clear competitive advantage of servitization, most manufacturers remain reluctant to venture into, what for them, is a strange new world. Written by a team of internationally respected servitization experts and innovators, this book provides you with a detailed road map for successfully navigating the servitization terrain. Unlike most authors on the subject who merely sing the praises of servitization, Baines and Lightfoot provide you with a framework for accessing the feasibility of adopting a services-led competitive strategy in your company, along with strategies for designing and implementing the kinds of service offerings customers increasingly are coming to expect. Grounded in real-world practice and supported by a wealth of up-to-the minute research, this book helps ease the way for manufacturers considering adopting a servitization model Shows how to exploit your company's manufacturing competencies to build a strong servitization element without becoming "just another services company" Provides numerous illustrations and examples of services-led competitive strategies, with an emphasis on the advanced services most widely associated with servitization worldwide Packed with fascinating and instructive case studies from leading manufacturing firms across industry sectors, including Caterpillar, Rolls-Royce, Alstom, MAN, Xerox and others

Table of Contents:
Preface 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


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Product Details
  • ISBN-13: 9781118585313
  • Publisher: John Wiley & Sons Inc
  • Publisher Imprint: John Wiley & Sons Inc
  • Depth: 25
  • Height: 236 mm
  • No of Pages: 272
  • Series Title: English
  • Sub Title: How Manufacturers can Compete Through Servitization and Product Service Systems
  • Width: 164 mm
  • ISBN-10: 1118585313
  • Publisher Date: 12 Apr 2013
  • Binding: Hardback
  • Edition: 2
  • Language: English
  • Returnable: N
  • Spine Width: 22 mm
  • Weight: 526 gr


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Made to Serve: How Manufacturers can Compete Through Servitization and Product Service Systems(English)
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