Leadership in high-value services for manufacturers:people and the delivery of advanced services


This short paper sets out to further develop the debate around the practices and technologies within operations that are critical to success with servitization. This paper draws findings from four companies that are leading in their delivery of advanced services, and reports on the organisation and skill-sets of people within these organisations. In particular it examines the roles and activities of people within the front-office, identifies the skill-sets that are espoused as being critical, and then seeks to present the rational that explains this importance. It concludes by proposing a working hypothesis for future studies in this field.

Divisions: College of Business and Social Sciences > Aston Business School > Operations & Information Management
College of Business and Social Sciences > Aston Business School > Advanced Services Group
Additional Information: © Aston Business School
Event Title: Spring Servitization Conference 2013
Event Type: Other
Event Dates: 2013-05-20 - 2013-05-21
Uncontrolled Keywords: servitization,product Service-System,manufacturing,advanced services,through-life services
ISBN: 978-1-9058-9998-6
Full Text Link: https://researc ... 9350fb0%29.html
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PURE Output Type: Conference contribution
Published Date: 2013-05-20
Authors: Baines, Tim (ORCID Profile 0000-0002-7518-2967)
Lightfoot, Howard



Version: Published Version

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