Um estudo de caso sobre servitização e nacionalização em um fabricante de hardware elétrico

A presente dissertação tem como principais características, a pesquisa, a análise e a proposição de um modelo de reflexão que considera os fatores mais relevantes na inclusão do processo de prestação de serviços em empresas de manufatura de bens, e em particular de empresas que buscam a nacionalização de sua capacidade de fornecimento. Dentro deste conceito de transição e incorporação de serviços, que é denominado pela literatura como “servitização”, e usando como objeto de pesquisa uma empresa fabricante de hardware elétrico, verificou-se como se deu o planejamento e execução da servitização para prestação de serviços técnicos off-shore, ligados à cadeia de suprimentos do segmento de Produção de Óleo e Gás no mar. Para auxiliar o entendimento sobre o posicionamento da empresa perante serviços, servitização e nacionalização, foi necessária a revisão bibliográfica sobre Requisitos de Conteúdo Local, Gestão de Operações em Serviços, Sistemas Produto-Serviço, Servitização, e Desenvolvimento de Projeto de Produtos e Serviços. A partir da análise de documentação disponibilizada pela empresa, e a comparação desta com a literatura academica revisada, verificou-se que os modelos propostos pela literatura não contém todos os elementos necessários para aplicação direta em negócios deste tipo. Com base nesta avaliação, verifica-se quais os fatores mais relevantes para a servitização e propõe-se um modelo para reflexão. Modelo este que preenche com elementos mais específicos as lacunas que influenciam negativamente na excelência operacional e na estratégia da corporação ligada a indústria de Petróleo e Gás Off-shore.

Examining the information and communication technologies enabling servitized manufacture

Services-led competitive strategies are critically important to Western manufacturers. This paper contributes to our basic knowledge of such strategies by examining the enabling information and communication technologies that successfully servitized manufacturers appear to be adopting. Although these are preliminary findings from a longer-term research programme, through this paper we seek to offer immediate assistance to manufacturers who wish to understand how they might exploit the servitization movement.

Towards an operations strategy for the infusion of product-centric services into manufacturing:service systems implementation

The work in this chapter is concerned with product-centric servitization. This is where a portfolio of services are formed and integrated to support product availability and use. Such servitization can be a valuable source of revenue for a manufacturer, yet little attention has been given to the configuration of the wider operations strategy that needs to be in place to deliver integrated products and services successfully. Therefore, the purpose of this chapter is to put forward a generic set of characteristics for such operations. Our intention is that these characteristics will be valuable to practitioners contemplating sophisticated forms of servitization, as they suggest the likely and significant changes that will be needed to the operations strategy of a conventional manufacturing organisation.

The practical challenges of servitized manufacture

Servitization is now widely recognised as the process of creating value by adding services to products. Since this term was first coined in the late 1980s it has been studied by a range of authors who have specifically sought to understand the methods and mechanisms of service-led competitive strategies for manufacturers. This paper reports on the experiences of a large company as they have moved towards servitized manufacture. This has been based on an extensive series of interviews with key personnel. The results of the study and implications for research are all reported.

Linked data flows in multi-player games for servitisation

The increased data complexity and task interdependency associated with servitization represent significant barriers to its adoption. The outline of a business game is presented which demonstrates the increasing complexity of the management problem when moving through Base, Intermediate and Advanced levels of servitization. Linked data is proposed as an agile set of technologies, based on well established standards, for data exchange both in the game and more generally in supply chains.

Leadership in high-value services for manufacturers:advanced services and their impact on vertical integration

The debate about services-led competitive strategies continues to grow with much interest emerging around the differing practices between production and servitised operations. This paper contributes to this discussion byinvestigating the vertical integration practice (in particular the micro-vertical integration otherwise known as the supply chain position)of manufacturers who are successful in their adoption of servitization.Although these are preliminary findings from a longer-term research programme, through this technical note we seek to simultaneously contribute to the debate in the research community and offer guidance to practitioners exploring the consequences of servitization. Keyword: Servitization, Product-Service Systems, Through-life Services.

Leadership in high-value services for manufacturers:people and the delivery of advanced services

This short paper sets out to further develop the debate around the practices and technologies within operations that are critical to success with servitization. This paper draws findings from four companies that are leading in their delivery of advanced services, and reports on the organisation and skill-sets of people within these organisations. In particular it examines the roles and activities of people within the front-office, identifies the skill-sets that are espoused as being critical, and then seeks to present the rational that explains this importance. It concludes by proposing a working hypothesis for future studies in this field.

Leadership in high-value services for manufacturers:an exploration of the impact to facilitates practices

Servitization is a growing area of interest amongst practitioners, policy makers and academics, and much is still to be learnt about its adoption in practice. This paper makes a contribution to this debate by identifying the key facilities practices that successfully servitizing manufacturers appear to be deploying and the underlying rationale behind their configuration. Although these are preliminary findings from a longer-term research programme,this short communication seeks to highlight implications to manufacturing professionals and organisations who are considering the servitization of their operations.

A strategy formulation process for the delivery of technology enabled service delivery systems

The Product Service Systems, servitization, and Service Science literature continues to grow as organisations seek to protect and improve their competitive position. The potential of technology applications to deliver service delivery systems facilitated by the ability to make real time decisions based upon ‘in the field’ performance is also significant. Research identifies four key questions to be addressed. Namely: how far along the servitization continuum should the organisation go in a single strategic step? Does the organisation have the structure and infrastructure to support this transition? What level of condition monitoring should it employ? Is the product positioned correctly in the value chain to adopt condition monitoring technology? Strategy consists of three dimensions, namely content, context, and process. The literature relating to PSS, servitization, and strategy all discuss the concepts relative to content and context but none offer a process to deliver an aligned strategy to deliver a service delivery system enabled by condition based management. This paper presents a tested iterative strategy formulation methodology which is the result of a structured development programme.

Leadership in high-value services for manufacturers:information and communication technologies and the delivery of advanced services

Services-led competitive strategies are critically important to western manufacturers. This paper contributes to our foundational knowledge of such strategies by examining the enabling information and communication technologies that successfully servitized manufacturers appear to be adopting. Although these are preliminary findings from a longer-term research programme, through this article we seek to offer immediate assistance to manufacturers who wish to understand how they might exploit the servitization movement.

Making energy service companies (ESCOS) future fit

Energy service companies (ESCOs) are faced with a range of challenges and opportunities associated with the rapidly changing and flexible requirements of energy customers (end users) and rapid improvements in technologies associated with energy and ICT. These opportunities for innovation include better prediction of energy demand, transparency of data to the end user, flexible and time dependent energy pricing and a range of novel finance models. The liberalisation of energy markets across the world has leads to a very small price differential between suppliers on the unit cost of energy. Energy companies are therefore looking to add additional layers of value using service models borrowed from the manufacturing industry. This opens a range of new product and service offerings to energy markets and consumers and has implications for the overall efficiency, utility and price of energy provision.

Gamification:using gaming mechanics to promote a business

The use of digital games and gamification has demonstrable potential to improve many aspects of how businesses provide training to staff, operate, and communicate with consumers. However, a need still exists for the benefits and potential of adopting games and gamification be effectively communicated to decision-makers across sectors. This article provides a structured review of existing literature on the use of games in the business sector, seeking to consolidate findings to address research questions regarding their perception, proven efficacy, and identify key areas for future work. The findings consolidate evidence showing serious games can have a positive and valuable impact in multiple areas of a business, including training, decision-support, and consumer outreach. They also highlight the challenges and pitfalls of applying serious games and gamification principles within a business context, and discuss the implications of development and evaluation methodologies on the success of a game-based solution.

Digital resources and their role in advanced service provision:a VRIN analysis

Purpose: We examine the role of digital resources in the context of advanced service provision to determine their strategic potential. Approach: We conduct a theoretical review of the literature to identify digital resources which we subsequently analyse with regards to their value, rarity, inimitability and non-substitutability (VRIN). Findings: Our analysis shows that the strategic value of the digital resources is unlocked through their complementarity. Value: The research has implications for the management of advanced services and contributes towards the grounding of servitization research in the wider economic and management theory.