Latest Resource Added to the Premium Content Library
Field Service News Think Tank: Executive Briefing - The True Value of Data in the Service Sector
Areas of discussion include:
Can Data Bridge the Generational Gap? | The Drivers Behind Adopting Remote Services | The Challenges of Connecting Legacy Machines | Connecting the Assets in the Field | Establishing Service-Centric Revenue Streams | Different Service Needs of Different Customers | Knowledge as a Service Differentiator | Using Data to Bring Departments Together | Where Does the Value of Digitalisation Lie?
Latest Academic Paper
Authors: Bård Tronvoll, Alexey Sklyarc, David Sörhammard, Christian Kowalkowski
Abstract:Manufacturers increasingly look to digitalization to drive service growth. However, success is far from guaranteed, and many firms focus too much on technology. Adopting a discovery-oriented, theories-in-use approach, this study examines the strategic organizational shifts that underpin digital servitization. Not withstanding strong managerial and academic interest, this link between digitalization and servitization is still under-investigated. Depth interviews with senior executives and managers from a global market leader revealed that to achieve digital service-led growth, a firm and its network need to make three interconnected shifts: (1) from planning to discovery, (2) from scarcity to abundance, and (3) from hierarchy to partnership. Organizational identity, de-materialization, and collaboration play a key role in this transformation. For managers, the study identifies a comprehensive set of strategic change initiatives needed to ensure successful digital servitization.
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