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Measuring servitization progress and outcome: the case of ‘advanced services’

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Ziaee Bigdeli, Ali, Baines, Tim, Schroeder, Andreas, Brown, Steve, Musson, Eleanor, Guang Shi, Victor, Calabrese, Armando·2018·Production Planning & Control
DOI 10.1080/09537287.2018.1429029
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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’.

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  • The higher the level of integration of the product and the service, e.g., result-oriented versus product-oriented, the more change within the company is required to do it successfully.

    “the higher the level of integration of the product and the service, e.g., result-oriented versus product-oriented, the more change within the company is required to do it successfully [40].”

    From Is Prolonging the Lifetime of Passive Durable Products a Low-Hanging Fruit of a Circular Economy? A Multiple Case Study (2019) · cites this paper as [40]

    The Introduction describes substantial organisational change needed to deliver advanced services, including a service function, new sales capabilities and wider organisational integration. It distinguishes advanced services from product-support and base services, but does not state that each higher level of product–service integration requires more change, or compare result-oriented with product-oriented offerings. (LLM, conf=0.84)

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Authors
Ziaee Bigdeli, A., Baines, T., Schroeder, A., Brown, S., Musson, E., Guang Shi, V., & Calabrese, A.
Affiliations
  • Aston Business School, Aston University, Birmingham, UK
  • Aston University (GB)
  • University of Southampton (GB)
  • AMRC, University of Sheffield, Rotherham, UK
  • University of Rome Tor Vergata (IT)
ORCID
Venue
Production Planning & Control
Publisher
Informa UK Limited
Published
2018-01-31
Volume
29
Issue
4
Pages
315-332
ISSN
  • 0953-7287 (ISSN-L)
  • 1366-5871
DOI
10.1080/09537287.2018.1429029
OpenAlex
W2786981462
Cited by
79
References
1
Citations by year
2026: 9 · 2025: 5 · 2024: 11 · 2023: 11 · 2022: 11 · 2021: 15 · 2020: 5 · 2019: 8 · 2018: 4
FWCI
14.34
Type
journal article
Language
en
Open access
Locations
  • Production Planning & Control (publishedVersion)
  • ePrints Soton (University of Southampton) (submittedVersion)
  • Aston Publications Explorer (Aston University) (submittedVersion)
  • Cineca Institutional Research Information System (Tor Vergata University) (submittedVersion)
  • Lancaster EPrints (Lancaster University) (submittedVersion)
Funders
Engineering and Physical Sciences Research Council (EP/K014072/1, EP/K014080/1, EP/K014064/1)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
  • Social Sciences › Business, Management and Accounting › Strategy and Management › Sustainable Supply Chain Management
  • Social Sciences › Business, Management and Accounting › Management Information Systems › Outsourcing and Supply Chain Management
Keywords
servitization, advanced services, performance measurement, service-oriented manufacturing, organizational change, performance indicators

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