Methods and Tools for Overcoming the Barriers to Servitization and Service Excellence

Shaun West, Paolo Gaiardelli and Nicola Saccani
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Shaun West: Lucerne University of Applied Sciences and Arts
Paolo Gaiardelli: University of Bergamo
Nicola Saccani: University of Brescia

Chapter 3 in Modern Industrial Services, 2022, pp 175-202 from Springer

Abstract: Abstract In this chapter we tell you about the methods and tools that have helped many people overcome the barriers to servitization and achieve service excellence. Some of these methods and tools may be new to you, and some we hope you will be familiar with. There are many other aids that are available, and we are sure you have some tools that your firm uses. Our objective was not to tell you what to use but rather to provide you with a set of equipment that can help you achieve what is important for you. The tools are listed from A to Z and categorized into different groups to help you to identify when you might want to use a particular tool. We have not provided detailed instructions on how to use each tool, as there are more than enough other books that can help you here, but rather provided a list of what we think are most useful. You will find many similar templates at https://www.mural.co/ that are easy to use and share with colleagues.

Keywords: Servitization; Service design; Product-service systems; Service excellence (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sptchp:978-3-030-80511-1_3

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DOI: 10.1007/978-3-030-80511-1_3

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