Made to Serve: How Manufacturers can Compete Through Servitization and Product Service Systems - Hardcover

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About the authors

Professor Tim Baines leads Aston Business School’s research on servitization. He is an international authority on servitization, and works extensively with manufacturers to transform their operations to compete through Product-Service Systems (PSS). He has published over 200 papers across the disciplines of management and engineering, and is amongst the most frequently-cited authors on servitization and Product-Service Systems. He has experience of a wide range of industrial engineering, technology management, and manufacturing management disciplines, and works with the leading companies in his field including Rolls-Royce, Caterpillar, Alstom, MAN and Xerox. His career started with a technician apprenticeship, and has progressed through a variety of industrial and academic positions, including that of Visiting Scholar within the Centre for Technology, Policy and Industrial Development at the Massachusetts Institute of Technology. He is a Chartered Engineer and a Fellow of both the Institution of Mechanical Engineers and the Institution of Engineers and Technologists.

Dr Howard Lightfoot is Manufacturing Systems Consultant and during the past seven years his work as a university Senior Research Fellow has focussed on the field of Servitization and Product-Service Systems where he has published extensively and is considered to be a leading authority in this area. Along with his co-author he works with the leading companies in his field including Rolls-Royce, Caterpillar, Alstom, MAN and Xerox. He has a First Class Honours Degree and PhD in Physics and is a Chartered Engineer and Fellow of the Institution of Engineers and Technologists. His career began as a lecturer in Electronic Engineering at Loughborough University before moving into industry where he held senior manufacturing operations and management positions within manufacturing companies such as Marconi and the Volex Group and held board level positions in several SMEs supplying Automotive, Defence and Aerospace sectors. He has over 25 years of experience in high technology product development and manufacturing with international business development experience gained in Western Europe, USA and the Far East.

Von der hinteren Coverseite

Made to Serve is an indispensable guide for anyone considering moving their business from traditional product-based operations to service-based customer offerings. The book is filled with practical examples drawn from successful service businesses and explains the underlying philosophy needed to create and nurture a service based business. It is easy to read, as well as informative. Jon R. Greiner, DTM, President, JRG Consulting

Today, customers have a wide variety of high quality equipment to choose from and manufacturers and dealers who cannot differentiate themselves from the competition will find themselves losing business. Baines and Lightfoot s research of different industry leaders best practices provides excellent insight into growing customer loyalty and increasing revenues through servitization. Mike Hulon, Customer Services Manager, Mustang Cat, Houston Texas

Tim and Howard have done an excellent job in critically examining the custom, practice, motivation and key success factors of a number of the most forward thinking organisations in industrial product based servitization. Any company with a product that lasts more than 5 years in operation and a significant support element to its cost of operation would be well advised to take the lessons captured in this book to heart. Andy Harrison, Rolls-Royce Engineering, Associate Fellow

Taking us step by step through a process of skills and capability, this timely book leads us to a land of opportunity, profit and sustainability through servitization. Read it. Tim Bentley, Director, Alstom Transport

Tim Baines and Howard Lightfoot supply impressive detail to guide manufacturers, from the novice to the well informed dealer, through the complex world of advanced services. Companies seeking to advance their products by including high-value services, would do well follow their guidance. Bob Bacon, Vice-President, General Manager of Services, Thompson Tractor Co Inc

A very insightful read containing fascinating case studies of servitization in action across different industry sectors. Zachary Emmett, General Manager, Strategy and Marketing, Xerox Europe

Aus dem Klappentext

A comprehensive, practical introduction to one of the most important new trends in manufacturing.

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 servitization terrain. Unlike most authors on the subject who merely sing the praises of servitization, Baines and Lightfoot provide you with a framework for accessing the feasibility of adopting a services-led competitive strategy in your company, along with strategies for designing and implementing the kinds of service offerings customers increasingly are coming to expect.

• Grounded in real-world practice and supported by a wealth of up-to-the minute research, this book helps ease the way for manufacturers considering adopting a servitization model.
• Shows how to exploit your company s manufacturing competencies to build a strong servitization element without becoming just another services company .
• Provides numerous illustrations and examples of services-led competitive strategies, with an emphasis on the advanced services most widely associated with servitization worldwide.
• Packed with fascinating and instructive case studies from leading manufacturing firms across industry sectors, including Caterpillar, Rolls-Royce, Alstom, MAN, Xerox and others.