Service Implementation Framework in Manufacturing Firms: A Case Study
Journal Title: Advances in Research - Year 2017, Vol 11, Issue 1
Abstract
The culture and the operational methods of service management have become a formidable competitive weapon even for manufacturing firms. The term "service factory" has been proposed for identifying that particular integration of products and services, achieved by the excellent manufacturing firm, where "service is a multidimensional concept". The creation of a service factory necessarily implies a radical change in the operational and organizational characteristics of the firm. In order to support manufacturing firms in adopting a service strategy, it is relevant on the one hand to identify the bundle of services which have to be provided for the customers and, on the other hand, to understand the implications for firm management model. As regards the first point, the paper proposes a framework which classifies the services along with two dimensions: Time-dimension and target-dimension. The proposed framework is of interest for manufacturing firms because it allows a better recognition of services that are more perceptible for the customers. In the second part of the paper, authors discuss the implications of a service strategy adoption on the management model of manufacturing firms. In order to carry out this analysis, authors propose a model that combines four service dimensions with three decision-making categories (Organization, Methodologies and Technologies). In the end, the proposed framework has been applied in a sample of Italian hot water heater manufacturers and a case study analysis has been carried out.
Authors and Affiliations
Roberto Panizzolo, Alberto Maria de Crescenzo
Keywords
Related Articles
- EP ID EP319308
- DOI 10.9734/AIR/2017/34520
- Views 111
- Downloads 0
Simulating the Hydrologic Response to Climate Change: Sani River Basin, Gujarat (India)
Climate change is expected to create many challenges (water availability) worldwide and projecting its impacts at regional scale allows communities to be proactive in planning for the future. It will help to prepare a fu...
Development of Visual Basic Program to Design Front Mounted Three-Point Linkage for Higher Power Tractors
In higher power tractors, to fully utilize the available power and for timeliness of tillage operations, front mounted three-point linkage is another option. With this view, a user friendly computer program is developed...
Performance of Packaging on Shelf Life and Quality of Fenugreek at Different Storage Conditions in Kharif Season
Aims: The research work was carried out to study the effect of different packaging materials on quality of fenugreek and to study the shelf life of fenugreek at different storage conditions in kharif season. Study Desig...
Effect of Instructor Quality and Availability on Ghanaian Students’ Interest in Mathematics Using Regression and Principal Component Analysis
The study investigated the effect of instructor quality and availability on Ghanaian students’ interest in Mathematics. The study used structured questionnaire to randomly select 1,263 students from 10 public secondary s...
Rearing Performance of Some Popular Bivoltine Silkworm (Bombyx mori L.) Breeds during Spring Season
Twelve popular bivoltine silkworm (Bombyx mori L.) breeds viz., CSR2, NB4D2, SK-1, CSR4, DUN6, SH6, SK-6, CSR19, SK-28, DUN22 and SK-31, were evaluated for their performance during spring 2012 and 2013. The data generate...