期刊
JOURNAL OF MANUFACTURING TECHNOLOGY MANAGEMENT
卷 24, 期 4, 页码 637-+出版社
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/17410381311327431
关键词
Service systems; Operations strategy; Manufacturing; Successful manufacturers; Product-service systems; Servitization; Operations management; Manufacturing systems
资金
- EPSRC [EP/K014072/1] Funding Source: UKRI
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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