Measuring servitization progress and outcome: the case of ‘advanced services’
Measuring servitization progress and outcome: the case of ‘advanced services’
The purpose of this paper is to establish a framework for assessing the progress and outcome of a manufacturer’s transformation towards becoming a provider of ‘advanced services’ – a complex bundling of products and services, whereby manufacturers offer capabilities and outcomes instead of products alone. ‘Advanced services’ represent the most complex offering in the current servitization trend amongst manufacturers. However, current performance measures lack the breadth and focus to assess progress or outcomes, and so support research and practice of organisational transformation efforts required. To address this gap the paper investigates how a manufacturer’s efforts to become an ‘advanced services’ provider can be comprehensively measured, and develops a framework for assessing the transformation journey towards becoming an ‘advanced services’ provider. The research method is based on (1) a systematic literature review process to create a comprehensive set of service-related performance measures that are available to assess a manufacturer’s servitization efforts, followed by (2) an engagement with an expert panel to synthesise the identified measures and create a set of ‘advanced services’ performance measures. The proposed framework is presented as a scorecard that can be used in practice to assess the progress and outcome of a manufacturer’s transformation towards becoming a provider of ‘advanced services’.
advanced services, manufacturing, performance measurement, Servitization
315-322
Ziaee Bigdeli, Ali
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Baines, Tim
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Schroeder, Andreas
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Brown, Steve
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Musson, Eleanor
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Guang Shi, Victor
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Calabrese, Armando
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Ziaee Bigdeli, Ali
8fe333e5-574e-448e-a662-5cfecfaffaff
Baines, Tim
d4d97d8c-fec9-4b8e-9a2f-cd11d3a74d22
Schroeder, Andreas
a65d1011-bca9-4e36-aea6-6c5616e5995c
Brown, Steve
b4aaf64c-2032-4715-a9ea-ef5e604b5de1
Musson, Eleanor
73be3ad7-60d2-49b5-8cde-1f2c642256ac
Guang Shi, Victor
bba24358-f667-410e-a93d-692d2612f093
Calabrese, Armando
e5c5e89d-d717-4036-90c7-087b05e370d6
Ziaee Bigdeli, Ali, Baines, Tim, Schroeder, Andreas, Brown, Steve, Musson, Eleanor, Guang Shi, Victor and Calabrese, Armando
(2018)
Measuring servitization progress and outcome: the case of ‘advanced services’.
Production Planning and Control, 29 (4), .
(doi:10.1080/09537287.2018.1429029).
Abstract
The purpose of this paper is to establish a framework for assessing the progress and outcome of a manufacturer’s transformation towards becoming a provider of ‘advanced services’ – a complex bundling of products and services, whereby manufacturers offer capabilities and outcomes instead of products alone. ‘Advanced services’ represent the most complex offering in the current servitization trend amongst manufacturers. However, current performance measures lack the breadth and focus to assess progress or outcomes, and so support research and practice of organisational transformation efforts required. To address this gap the paper investigates how a manufacturer’s efforts to become an ‘advanced services’ provider can be comprehensively measured, and develops a framework for assessing the transformation journey towards becoming an ‘advanced services’ provider. The research method is based on (1) a systematic literature review process to create a comprehensive set of service-related performance measures that are available to assess a manufacturer’s servitization efforts, followed by (2) an engagement with an expert panel to synthesise the identified measures and create a set of ‘advanced services’ performance measures. The proposed framework is presented as a scorecard that can be used in practice to assess the progress and outcome of a manufacturer’s transformation towards becoming a provider of ‘advanced services’.
Text
Ziaee Bigdeli et al. 2018 PPC_
- Accepted Manuscript
More information
Accepted/In Press date: 11 December 2017
e-pub ahead of print date: 31 January 2018
Keywords:
advanced services, manufacturing, performance measurement, Servitization
Identifiers
Local EPrints ID: 418706
URI: http://eprints.soton.ac.uk/id/eprint/418706
ISSN: 0953-7287
PURE UUID: 1f868fc1-d545-4ab2-a0de-e044cb4ddad4
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Date deposited: 19 Mar 2018 17:30
Last modified: 16 Mar 2024 06:13
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Contributors
Author:
Ali Ziaee Bigdeli
Author:
Tim Baines
Author:
Andreas Schroeder
Author:
Steve Brown
Author:
Eleanor Musson
Author:
Victor Guang Shi
Author:
Armando Calabrese
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