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Towards an Operations Strategy for the Infusion of Product-Centric Services into Manufacturing

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Service Systems Implementation

Abstract

The work in this chapter is concerned with product-centric servitization. This is where a portfolio of services are formed and integrated to support product availability and use. Such servitization can be a valuable source of revenue for a manufacturer, yet little attention has been given to the configuration of the wider operations strategy that needs to be in place to deliver integrated products and services successfully. Therefore, the purpose of this chapter is to put forward a generic set of characteristics for such operations. Our intention is that these characteristics will be valuable to practitioners contemplating sophisticated forms of servitization, as they suggest the likely and significant changes that will be needed to the operations strategy of a conventional manufacturing organisation.

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Acknowledgements

We would like to acknowledge the support of EPSRC via the Cranfield Innovative Manufacturing Research Centre programme for providing the funds for this research. We would also like to thank our anonymous reviewers for their constructive and insightful comments.

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Authors and Affiliations

  1. Aston University Business School, Birmingham, B4 7ET, UK

    Tim S. Baines & Howard W. Lightfoot

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  1. Tim S. Baines
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  1. Department of Information Systems, W. P. Carey School of Business, Main Campus PO BOX 874606, Tempe, 85287, Arizona, USA

    Haluk Demirkan

  2. IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, California, USA

    James C. Spohrer

  3. IBM Almaden Research Center, San Jose, 95120-6099, California, USA

    Vikas Krishna

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Baines, T.S., Lightfoot, H.W. (2011). Towards an Operations Strategy for the Infusion of Product-Centric Services into Manufacturing. In: Demirkan, H., Spohrer, J., Krishna, V. (eds) Service Systems Implementation. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-7904-9_6

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  • DOI: https://doi.org/10.1007/978-1-4419-7904-9_6

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