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Publication - Professor Palie Smart

    Servitization of manufacture

    Exploring the deployment and skills of people critical to the delivery of advanced services

    Citation

    Baines, T, Lightfoot, H, Smart, P & Fletcher, S, 2013, ‘Servitization of manufacture: Exploring the deployment and skills of people critical to the delivery of advanced services’. Journal of Manufacturing Technology Management, vol 24., pp. 637-646

    Abstract

    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.

    Full details in the University publications repository