The Servitization of Manufacturing: A Methodology for the Development of After-Sales Services - Advances in Production Management Systems: Competitive Manufacturing for Innovative Products and Services - Part II Access content directly
Conference Papers Year : 2013

The Servitization of Manufacturing: A Methodology for the Development of After-Sales Services

Barbara Resta
  • Function : Author
  • PersonId : 991657
Paolo Gaiardelli
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  • PersonId : 996323

Abstract

It has been suggested that though many companies realize the importance of providing after-sales services, most do not fully understand the maximum benefit from such offerings. Though several research papers document an approach for the implementation of a service operations strategy, a practical guide for the development of after-sales services is lacking in the current literature. Therefore, in this paper, we apply existing theory and use practical insights in order to propose a nine-step methodology for the development of after-sales services. The methodology links customer value from services to portfolio management theory. Two case studies describe application of the methodology. It can be used by practitioners in order to exploit the untapped potential of providing product-service offerings, with the aim to generate greater profits and a higher level of customer service.
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hal-01470639 , version 1 (17-02-2017)

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Ottar Bakås, Daryl Powell, Barbara Resta, Paolo Gaiardelli. The Servitization of Manufacturing: A Methodology for the Development of After-Sales Services. 19th Advances in Production Management Systems (APMS), Sep 2012, Rhodes, Greece. pp.337-344, ⟨10.1007/978-3-642-40361-3_43⟩. ⟨hal-01470639⟩
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