How do manufacturing firms transition from selling physical machinery to guaranteeing operational outcomes? Inspired by Luigi Pirandello's famous literary metaphor, this episode explores the book Una, nessuna e centomila: Le traiettorie della servitizzazione nelle imprese ACSI (One, None and One Hundred Thousand: Servitization Trajectories in ACSI Companies). We dive into the service-led transformations of seven industrial manufacturers operating within the Florence industrial ecosystem.
In this episode, we unpack why there is no single "best path" to servitization. Instead, businesses must navigate a complex configurational landscape:
"One": The conventional vision of a unified, linear service journey often described in academic literature. "One Hundred Thousand": The diverse, real-world trajectories shaped by specific industrial contexts, technological architectures, and ecosystem roles—ranging from Baker Hughes' performance-oriented contracts to Gruppo Florence's manufacturing orchestration. "None": The critical scenarios where traditional downstream servitization is either structurally constrained or economically irrational.
We also discuss how digital enablers like AI, IoT, and advanced analytics are redefining value creation, and explain how the "Servitization Staircase" framework helps firms compare and measure their service maturity. Whether you are an academic researcher, an MBA student, or a practitioner leading a long-term service transformation, this episode offers essential insights into aligning capabilities and sustaining customer relationships across the asset lifecycle
Key words: Outcome-based business models, Heavy industry, Servitization, Performance guarantees, Digital transformation, Predictive maintenance
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