Servitization Transformation Process, 2018-2020

The concept of servitization is getting established in the literature, and yet the processes of organisational transformation that manufacturers undergo to compete through advanced services has received much less attention. Therefore, the objective of this data set was to (i) develops a model that enables a description of the servitization processes, (ii) the principal stages of organisational change, and (iii) the forces impacting these processes. It is based on a series of 14 case studies of the process of servitization over time in multinational manufacturers. Evidence and analysis from these cases are used to establish that manufacturers undergo four stages of organisational maturity (Exploration, Engagement, Expansion and Exploitation), through which an organisation progresses according to the pressures of five principal forces (customer pull, technology push, value network positioning, organisational readiness, and organisational commitment). This progression can be characterised as a business growth model with multiple crises or tipping points. This contributes to our understanding of the process of servitization and proposes a model which can be used to explain progression. It also forms the basis to better prepare manufacturers as to what to expect as they embark on a servitization journey.