The “Servitization” of manufacturing: a methodology for the development of after-sales services

It has been suggested that though many companies realize the importance of providing after-sales services, most do not fully under-stand the maximum benefit from such offerings. Though several re-search papers document an approach for the implementation of a ser-vice operations strategy, a practical guide for the development of after-sales services is lacking in the current literature. Therefore, in this paper, we apply existing theory and use practical insights in order to propose a methodology for the development of after-sales services. Based on portfolio management theory, our methodology can be used by prac-titioners in order to exploit the untapped potential of providing such of-ferings, with the aim to generate greater profits and a higher level of customer service.