Industry Interviews: Professor Tim Baines, Aston University on Servitization

Mar 6 • Features, Future of FIeld Service, Interview, video • 3917 Views • 2 Comments on Industry Interviews: Professor Tim Baines, Aston University on Servitization

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Servitization is a key trend in that is rapidly on the rise in manufacturing realm and it’s impact on Field Service could be game changing. But what exactly is servitization, how can it change the way we work and will it live up to the hype?

To find out more Field Service News Editor, Kris Oldland spoke to Professor Tim Baines one of the leading proponents of the servitization movement

 

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2 Responses to Industry Interviews: Professor Tim Baines, Aston University on Servitization

  1. Very interesting trend with clear implications for Field Service Organisations. For me there is an interesting lesson learned from Telematics. Back in 90’s, responsible for service engineers tasked with keeping customers telematics solution operational, I had an interesting challenge. The solution was ‘semi-servitised’. Customers purchased in house computer hardware monitoring equipment, but paid a monthly service subscription. With a nationwide deployment of customers, getting engineers to a customer site at the drop of a hat was a challenge. So when customers monitoring equipment failed they simply offered to not pay subscriptions for the period the service was off-line. So, no service equalled no revenue. No field service response equalled no revenue. Fortunately technology came to the rescue and the internet enabled the hosting of all the monitoring hardware that could go wrong in our office – the engineers could sit next to it and even carry out daily preventative maintenance to keep everything at peak performance.

    When it comes to servitisation of aero-engines, air-conditioning or whatever – while I am sure the customer will offer not to pay when things break, my solution of getting the hardware close to my engineers will not work for gas boilers. So servitisation will not only put pressure on field service engineer teams to get to customers quickly to prevent revenue loss, but it will also further encourage growth of IOT and technologies to dynamically schedule field staff to customer locations for preventative maintenance before service and revenue is lost.

    • kris@fieldservicenews.com' Kris Oldland says:

      Hi Stuart – thanks for taking the time to comment. What I think is really interesting is that as you say in the nineties some forward thinking folks like yourself were already stepping into the servitization approach but there the technology of the time meant there were restrictions around what could be done.

      Now as advanced scheduling of engineers becomes more commonplace and IoT and M2M begin to be introduced into product design etc the possibility for embracing servitization is far more achievable and inviting.

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