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Preface
Foreword
1. Introduction
1.1 Terminology and Scope
1.2 Knowledge Base
1.3 What’s New Here?
1.4 Navigating This Book
PART 1: BUSINESS CONTEXT
2. Business Context for Servitization
2.1 An Economic Perspective
2.2 An Environmental Perspective
2.3 A Market and Social Perspective
2.4 A Technology Innovation Perspective
2.5 A Knowledge Perspective
2.6 Summarizing the Business Context
PART 2: COMPETING THROUGH SERVICES
3. Elements of Servitization
3.1 The Challenge of Visualizing What it Can Mean to Servitize
3.2 A Process of Servitization
3.3 Defining Base, Intermediate and Advanced Services
3.4 Features Commonly Coupled to Advanced Services
3.5 A Summary of Advanced Services
4. Business Implications of Advanced Services
4.1 Setting Out to Explore Financial Performance
4.2 Services, Revenues and Profitability
4.3 Motivations of Manufacturers Providing Advanced Services
4.4 Motivations of Customers Adopting Advanced Services
4.5 A Roadmap of Servitization and Advanced Services
PART 3: SERVICE DELIVERY SYSTEM
5. Delivery of Advanced Services
5.1 Searching for Leaders
5.2 A Perspective Against the World of Production
5.3 Advanced Services and Product–Service Systems
5.4 Service Delivery System for Advanced Services
5.5 Key Capabilities of a Service Delivery System
5.6 Chapter Summary
6. Performance Measures and Demonstration of Value
6.1 A Pyramid of Performance Measures
6.2 Customer Facing Measures of Performance
6.3 Macro Internal Measures of Performance
6.4 Local Internal Measures and Indicators of Performance
6.5 Demonstration of Value
6.6 Chapter Summary
7. Facilities and Their Location
7.1 Facilities in the Delivery of Advanced Services
7.2 Impact of Facilities and Their Location
7.3 Mitigating the Need for Co-Location
7.4 Chapter Summary
8. Vertical Integration and Organizational Structure
8.1 Organizational Structure in the Delivery of Advanced Services
8.2 Vertical Integration in the Delivery of Advanced Services
8.3 Impact of Vertical Integration and Organizational Structure
8.4 Mitigating the Need for Integration
8.5 Chapter Summary
9. Information and Communication Technologies
9.1 ICT Architecture in the Delivery of Advanced Services
9.2 Monitor
9.3 Transmit and Store
9.4 Analyse and Respond
9.5 Impact of ICT Capabilities
9.6 Chapter Summary
10. People Deployment and Skill-Sets
10.1 Deployment of Staff in the Delivery of Advanced Services
10.2 Behaviour and Skill-Sets of Front-Office Staff
10.3 Culture, Leadership and Incentives in the Front Office
10.4 Impact of an Integrated Skill-Set
10.5 Chapter Summary
11. Business Processes
11.1 Services Processes in a Production Environment
11.2 Business Processes in the Delivery of Advanced Services
11.3 Proactive Processes as the Core for Advanced Services Delivery
11.4 Chapter Summary
PART 4: READINESS to SERVITIZE
12. Starting a Transition
12.1 Summarizing Servitization, Advanced Services and their Delivery System
12.2 A Readiness to Servitize
12.3 Overcoming the Obstacles to Transformation
12.4 The Journey Continues
Appendix: Acknowledgements and Guiding Studies
Index
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