Made to Serve

Name: Made to Serve | How Manufacturers can Compete Through Servitization and Product Service Systems
Brand: Wiley
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How Manufacturers can Compete Through Servitization and Product Service Systems

Timothy Baines Howard Lightfoot(Autor*in)

Wiley (Verlag)

Erschienen am 9. April 2013

272 Seiten

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Professor Tim Baines leads Aston Business School'sresearch on servitization. He is an international authority onservitization, and works extensively with manufacturers totransform their operations to compete through Product-ServiceSystems (PSS). He has published over 200 papers across thedisciplines of management and engineering, and is amongst the mostfrequently-cited authors on servitization and Product-ServiceSystems. He has experience of a wide range of industrialengineering, technology management, and manufacturing managementdisciplines, and works with the leading companies in his fieldincluding Rolls-Royce, Caterpillar, Alstom, MAN and Xerox. Hiscareer started with a technician apprenticeship, and has progressedthrough a variety of industrial and academic positions, includingthat of Visiting Scholar within the Centre for Technology, Policyand Industrial Development at the Massachusetts Institute ofTechnology. He is a Chartered Engineer and a Fellow of both theInstitution of Mechanical Engineers and the Institution ofEngineers and Technologists.
Dr Howard Lightfoot is Manufacturing SystemsConsultant and during the past 7 years his work as a universitySenior Research Fellow has focussed on the field of Servitizationand Product-Service Systems where he has published extensively andis considered to be a leading authority in this area. Along withhis co-author he works with the leading companies in his fieldincluding Rolls-Royce, Caterpillar, Alstom, MAN and Xerox. He has aFirst Class Honours Degree and PhD in Physics and is a CharteredEngineer and Fellow of the Institution of Engineers andTechnologists. His career began as a lecturer in ElectronicEngineering at Loughborough University before moving into industrywhere he held senior manufacturing operations and managementpositions within manufacturing companies such as Marconi and theVolex Group and held board level positions in several SMEssupplying Automotive, Defence and Aerospace sectors. He has over 25years of experience in high technology product development andmanufacturing with International business development experiencegained in Western Europe, USA and the Far East.

Inhalt

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 Servitize57
3.2 A Process of Servitization 61
3.3 Dening 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 Pro4 tability 82
4.3 Motivations of Manufacturers Providing Advanced Services87
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 Value123
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 Performance131
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 Structure153
8.1 Organizational Structure in the Delivery of AdvancedServices 154
8.2 Vertical Integration in the Delivery of Advanced Services159
8.3 Impact of Vertical Integration and Organizational Structure163
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 Services170
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 Sta> in the Delivery of Advanced Services183
10.2 Behaviour and Skill-Sets of Front-O? ce Sta> 185
10.3 Culture, Leadership and Incentives in the Front O? ce191
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 Services204
11.3 Proactive Processes as the Core for Advanced ServicesDelivery 208
11.4 Chapter Summary 211
PART 4: READINESS TO SERVITIZE 213
12. Starting a Transition 217
12.1 Summarizing Servitization, Advanced Services and theirDelivery 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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