Assessing the service transformation: a maturity model

Purpose: To be successful in the service transformation, manufacturers should shift their value proposition from a product-centric one to a product-service system (PSS), and redesign their business model (BM). However, no specific model in the literature has been designed to analyse the maturity of the company’s resources and capabilities concerning this transformation. To provide a first step into closing this gap, this paper develops a maturity model that can be used by companies to assess their current BM and highlight the main gaps in the service transformation journey. Design/Methodology/Approach: This paper provides a new structured tool to evaluate the maturity level of company’s resources, capabilities and organizational and managerial aspects needed to successfully develop and deliver a PSS Findings: This paper suggests that maturity models are useful tools to assess the company’s BM and highlight the main gaps in the shift towards PSSs, supporting companies in identifying and bridging the gaps to successfully undertake the servitization journey. Originality/Value: This work contributes to research and practice in the servitization field by adopting a rigorous and literature-based approach to identify the key variables to be assessed in order to support a successful service transformation of product-centric companies