Increasing Value Capture by Enhancing Manufacturer Commitment — Managing the Servitization Process

Abstract

The interest in servitization has grown among manufacturers worldwide. Manufacturers recognize that shifting from a product to a service focus offers them opportunities to expand their competitive positioning and address key sustainability objectives. In this article, we share several key findings from the industrial servitization research. Specifically, we provide a summary of the core motivations for servitization and outline the stages manufacturers commonly go through in their transformation towards becoming effective providers of advanced services. We outline the importance of developing a comprehensive performance measurement system to manage and align the progress of the various initiatives that form part of the transformation process. We also describe the critical role of digital technologies in the development and delivery of service value propositions. Our article concludes with a summary of our key learning's regarding manufacturer servitization.