Made to serve : how manufacturers can compete through servitization and product service systems / / Tim Baines and Howard Lightfoot

• Record Nr.: UNINA9910809753403321
• Autore: Baines Tim <1962->
• Pubbl/distr/stampa: Chichester, West Sussex, : Wiley, c2013
• ISBN: 1-119-20795-9; 1-118-58528-3; 1-299-47576-0; 1-118-58527-5
• Edizione: [2nd ed.]
• Descrizione fisica: 1 online resource (272 p.)
• Altri autori (Persone): LightfootHoward <1947->
• Disciplina: 658.8/12
• Soggetti: Manufacturing industries; Warranty
• Lingua di pubblicazione: Inglese
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Note generali: Includes index.
• Nota di contenuto: Cover; Title page; Copyright page; Dedication; Contents; Preface; Foreword; Chapter 1: Introduction; 1.1 Terminology and Scope; This book deals with manufacturers; Manufacturers servitizing through advanced services; Advanced services are delivered through product-service systems (PSS); Product-service systems significantly impact the operations of the manufacturer; 1.2 Knowledge Base; 1.3 What's New Here?; 1.4 Navigating This Book; Part 1: Business Context; Chapter 2: Business context for servitization; 2.1 An Economic Perspective; 2.2 An Environmental Perspective; 2.3 A Market and Social Perspective2.4 A Technology Innovation Perspective; 2.5 A Knowledge Perspective; Services marketing community; Services management community; Servitization community; Product-service systems community; Service science community; Summarizing the knowledge base; 2.6 Summarizing the Business Context; Part 2: Competing Through Services; Chapter 3: Elements of servitization; 3.1 The Challenge of Visualizing What it Can Mean to Servitize; 3.2 A Process of Servitization; 3.3 Defining Base, Intermediate and Advanced Services; 3.4 Features Commonly Coupled to Advanced Services; Advanced services usually feature an extended life-cycleAdvanced services usually feature extended responsibilities, risks and penalties; Advanced services usually feature regular revenue payments; 3.5 A Summary of Advanced Services; Chapter 4: Business implications of advanced services; 4.1 Setting Out to Explore Financial Performance; 4.2 Services, Revenues and Profitability; 4.3 Motivations of Manufacturers Providing Advanced Services; Helping customers to be successful; addressing their business pains and helping them to gain; Growing business through opening up new revenue streams with existing customers through process innovationsDeveloping long-term business relationships that lock out competitors; Developing resilient cash flow and revenue streams; 4.4 Motivations of Customers Adopting Advanced Services; Reducing operating costs and improving the product/asset performance; Enabling the management team to focus energies on core business activities; Transfer fixed costs into variable costs that reflect revenue generation; Improving financial visibility; Reducing risks and barriers of acquiring and operating new technologies4.5 A Roadmap of Servitization and Advanced Services; Part 3: Service Delivery System; Chapter 5: Delivery of advanced services; 5.1 Searching for Leaders; 5.2 A Perspective Against the World of Production; 5.3 Advanced Services and Product-Service Systems; 5.4 Service Delivery System for Advanced Services; 5.5 Key Capabilities of a Service Delivery System; 5.6 Chapter Summary; Chapter 6: Performance measures and demonstration of value; 6.1 A Pyramid of Performance Measures; 6.2 Customer Facing Measures of Performance; 6.3 Macro Internal Measures of Performance
• Sommario/riassunto: A comprehensive, practical introduction to one of the most important new trends in manufacturing, globally The delivery of a service component as an added value when providing products, servitization is all the rage in the manufacturing sector around the world. Yet, despite the clear competitive advantage of servitization, most manufacturers remain reluctant to venture into, what for them, is a strange new world. Written by a team of internationally respected servitization experts and innovators, this book provides you with a detailed road map for successfully navigating the servitiza