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Made to Serve

How manufacturers can compete through servitization and product-service systems

Gebonden Engels 2013 9781118585313
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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.

Specificaties

ISBN13:9781118585313
Trefwoorden:service
Taal:Engels
Bindwijze:gebonden
Aantal pagina's:270
Druk:1
Verschijningsdatum:12-4-2013
Hoofdrubriek:Algemeen management

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Inhoudsopgave

Preface
Foreword

1. Introduction
1.1 Terminology and Scope
1.2 Knowledge Base
1.3 What's New Here?
1.4 Navigating This Book

PART 1: BUSINESS CONTEXT

2. Business Context for Servitization
2.1 An Economic Perspective
2.2 An Environmental Perspective
2.3 A Market and Social Perspective
2.4 A Technology Innovation Perspective
2.5 A Knowledge Perspective
2.6 Summarizing the Business Context

PART 2: COMPETING THROUGH SERVICES

3. Elements of Servitization
3.1 The Challenge of Visualizing What it Can Mean to Servitize
3.2 A Process of Servitization
3.3 Dening Base, Intermediate and Advanced Services
3.4 Features Commonly Coupled to Advanced Services
3.5 A Summary of Advanced Services

4. Business Implications of Advanced Services
4.1 Setting Out to Explore Financial Performance
4.2 Services, Revenues and Pro4 tability
4.3 Motivations of Manufacturers Providing Advanced Services
4.4 Motivations of Customers Adopting Advanced Services
4.5 A Roadmap of Servitization and Advanced Services

PART 3: SERVICE DELIVERY SYSTEM

5. Delivery of Advanced Services
5.1 Searching for Leaders
5.2 A Perspective Against the World of Production
5.3 Advanced Services and Product Service Systems
5.4 Service Delivery System for Advanced Services
5.5 Key Capabilities of a Service Delivery System
5.6 Chapter Summary

6. Performance Measures and Demonstration of Value
6.1 A Pyramid of Performance Measures
6.2 Customer Facing Measures of Performance
6.3 Macro Internal Measures of Performance
6.4 Local Internal Measures and Indicators of Performance
6.5 Demonstration of Value
6.6 Chapter Summary

7. Facilities and Their Location
7.1 Facilities in the Delivery of Advanced Services
7.2 Impact of Facilities and Their Location
7.3 Mitigating the Need for Co–Location
7.4 Chapter Summary

8. Vertical Integration and Organizational Structure
8.1 Organizational Structure in the Delivery of Advanced Services
8.2 Vertical Integration in the Delivery of Advanced Services
8.3 Impact of Vertical Integration and Organizational Structure
8.4 Mitigating the Need for Integration
8.5 Chapter Summary

9. Information and Communication Technologies
9.1 ICT Architecture in the Delivery of Advanced Services
9.2 Monitor
9.3 Transmit and Store
9.4 Analyse and Respond
9.5 Impact of ICT Capabilities
9.6 Chapter Summary

10. People Deployment and Skill–Sets
10.1 Deployment of Staff in the Delivery of Advanced Services
10.2 Behaviour and Skill–Sets of Front–Office Staff
10.3 Culture, Leadership and Incentives in the Front Office
10.4 Impact of an Integrated Skill–Set
10.5 Chapter Summary

11. Business Processes
11.1 Services Processes in a Production Environment
11.2 Business Processes in the Delivery of Advanced Services
11.3 Proactive Processes as the Core for Advanced Services Delivery
11.4 Chapter Summary

PART 4: READINESS TO SERVITIZE

12. Starting a Transition
12.1 Summarizing Servitization, Advanced Services and their Delivery System
12.2 A Readiness to Servitize
12.3 Overcoming the Obstacles to Transformation
12.4 The Journey Continues

Appendix: Acknowledgements and Guiding Studies
Index

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