Services Operations Management and manufacture "Servitization"
Syllabus
The organization choice by the goods and services companies as a configuration encompassing the definition of produced value, the network’s positioning in value production for the customer, the production process and work organization: the set may be targeted to the “Dominant Product” logic or to the “Service Dominant” logic. Result intangibility and subjectivity in work organization. The customer’s participation in the product’s project, in the operation, and in result control. Integration of the organizational parts. Analysis of the trajectory of a company which adds services to its production range in order to analyze and criticize: the servitization strategy and the organization choice of a given company; analyzing and criticizing the work organization in the frontline; creating alternatives for and work production organization from observation of changes in the social, economic, or technological environment.
Bibliography
BOWEN, J.; FORD, R.C. Managing Service Organizations: does having a “thing” make a difference?. Journal of Management, v. 28, n. 3, p. 447-469, 2002.
GEBAUER, H.; PAIOLA, M.; EDVARDSSON, B. A capability perspective on service business development in small and medium-sized suppliers. Scandinavian Journal of Management, v.28, n.4, p. 321-339, 2012.
GEBAUER, H.; REN, G. J.; VALTAKOSKI, A.; REYNOSO, J. Service-driven manufacturing: provision, evolution and financial impact of services in industrial firms. Journal of Service Management, v.23, n.1, p. 120-136, 2012.
LUSCH, R. F.; VARGO, S. L.; O’BRIEN, M. Competing through service: Insights from service-dominant logic. Journal of retailing, v.83, n.1, p.5-18, 2007.
VARGO, S. L.; LUSCH, R. F. Evolving to a new dominant logic for marketing. Journal of marketing, v.68, n.1, p.1-17, 2004.
ZANCUL, E. D. S.; TAKEY, S. M.; BARQUET, A. P. B.; KUWABARA, L. H., CAUCHICK MIGUEL, P. A.; ROZENFELD, H. Business process support for IoT based product-service systems (PSS). Business Process Management Journal, v.22, n.2, p.305-323, 2016.
ZARIFIAN, P. Mutação dos sistemas produtivos e competências profissionais: a produção industrial de serviço. In: SALERNO, M. S. Relação de Serviço: produção e avaliação. São Paulo: Editora SENAC, 2001. p. 67-93.
ZARIFIAN, P. Valor, organização e competência na produção de serviço: esboço de um modelo de produção de serviço. In: SALERNO, M. S. Relação de Serviço: produção e avaliação. São Paulo: Editora SENAC, 2001. p. 95 149.
Complementar
GEBAUER, H.; FRIEDLI, T. Behavioral implications of the transition process from products to services, Journal of Business & Industrial Marketing, v. 20, n. 2, p. 70-80, 2005.
KINGMAN-BRUNDAGE, J.; GEORGE, W. R.; BOWEN, D. E. Service Logic: achieving service system integration.(revised in 1994). International Journal of Service Industry Management, v. 6, n. 4, p. 20-39, 1995.
OLIVA, R.; KALLENBERG, R. Managing the transition from products to services. International Journal of Service Industry Management , v. 14, n.2, p. 160-172, 2003.
SCHMENNER, R. W. Manufacturing, service, and their integration: Some history and theory. International Journal of Operations and Production Management , v. 29, n.5, p. 431-443, 2009.
SILVA, M. T. A organização do trabalho para a produção de acordo com a lógica de serviço: os mecanismos de coordenação em atividades de atendimento ao cliente. 2010. Tese (Livre Docência em Engenharia de Produção) – Escola Politécnica da USP, São Paulo, 2010.
SILVESTRO, R. Positioning services along the volume-variety diagonal. International Journal of Operations and Production Management , v. 19, n. 4, p. 399-420, 1999.
VANDERMERWE, S.; RADA, J. Servitization of business: Adding value by adding services. European Management Journal , v.6, n.4, p.314-324, 1988.