Practices and Tools for Servitization by Marko Kohtamäki Tim Baines Rodrigo Rabetino & Ali Z. Bigdeli

Author:Marko Kohtamäki, Tim Baines, Rodrigo Rabetino & Ali Z. Bigdeli
Language: eng
Format: epub
Publisher: Springer International Publishing, Cham

11.3.1 Capabilities

BAS require manufacturing-based capabilities, including expertise in product design and product/process engineering (Ulaga & Reinartz, 2011). For example, maintenance services require knowledge about parts’ failures and durability over the product life cycle. Consistent with this, customers tend to value technical expertise when they buy product-based services. Because ADS are not product-centric, they do not directly require the development of manufacturing capabilities.

However, service-specific capabilities are required for the offering of both BAS and ADS. Offering services requires the ability to design services and products jointly (e.g., product design for serviceability; Ulaga & Reinartz, 2011). In addition, it demands expertise in designing and delivering service processes, which entail more frequent and complex interactions with customers than manufacturing processes. It may also involve setting up a separate organization to manage service provision, hiring and developing service-centred employees (e.g., with strong values of customer orientation, customization, flexibility, and quick response), and changing the incentive systems in order to foster integrated product-service performance (Baines & Lightfoot, 2014).

Download

Copyright Disclaimer:
This site does not store any files on its server. We only index and link to content provided by other sites. Please contact the content providers to delete copyright contents if any and email us, we'll remove relevant links or contents immediately.