Tim Baines Competing Through Servitization
Tim Baines Competing Through Servitization
Tim Baines Competing Through Servitization
Servitization
Tim Baines, Professor of Operations Strategy
Director, Aston Centre for Servitization Research and Practice
Aston Business School
[email protected]
Services by manufacturers
For sometime researchers in the USA have studied how
manufacturers can build revenue through services (or
servitization)
Use Cash
Customer Manufacturer
purchases provides
product product and
possibly
services
Cash Equipment
Consumables
Monitor Repair
Selection
Disposal
An outcome
focused on
Intermediate services maintenance of
Scheduled maintenance, Help-desk, Repair,
product condition
Overhaul, Operator training, Condition
monitoring, In-field service
Customer Manufacturer
Disposal
excavation provides
capability integrated
product and
services
Equipment
Consumables
Cash Monitor
Maintenance
Repair
services revenue
• Alstom Transport: increase in passenger
numbers from 13 million per year to 32 • MAN predicts 50% growth in services
million per year in the next 3 to 5 years
I am prepared to
work varying hours I understand the
or tasks to meet technicalities of
customer demands the product I am
selling?
Business processes
Formalised to deal proactively with the
condition, use and location of assets in the field
Asset failing
Manufacturer Customer
Manufacturer Customer
Negotiation Communication
• A small Worcestershire-based
SME (eight employees) which
designs and manufactures
assistive technologies for people
with disabilities
• Trying to break into a market
currently dominated by three
large North American companies
Negative:
• Servitization language – but there are no obvious alternatives
• Contracts and financing around advanced services
• Contractors in the loop
• Geographic foot-print / reach of SMEs.
Competing Through
Servitization
Tim Baines, Professor of Operations Strategy
Director, Aston Centre for Servitization Research and Practice
Aston Business School