Servitization of manufacturing in the new ICTs era: A survey on operations management

Servitization of manufacturing has become one of the main pathways for transition and upgrade in the manufacturing industry. New information and communication technologies (ICTs), such as the Internet of Things, Big Data, and Cloud Computing have enabled the servitization of manufacturing in terms of value creation, resource management, and supply chain management. This study presents a comprehensive review on the servitization in operations management in the era of new ICTs. A new value chain framework is proposed under the business model that revolves around servitization, which showcases the new activities and ways of implementation in the era of new ICTs. The virtualization, configuration, and evaluation of integrated manufacturing and service resources are analyzed. In particular, the methods used in new ICT-supported resource management platforms are surveyed. Problems in the supply chain management in manufacturing services (including the selection of partners, as well as the coordination, planning, and scheduling among members) are presented. This study concludes with a discussion on state-of-the-art servitization in operations management in the era of new ICTs.     

营销人员胜任力、组织支持与工作幸福感关系研究——基于制造业服务化转型视角

以制造业服务化转型背景下的营销人员为研究对象,探讨营销人员胜任力及其与组织支持和工作幸福感之间的关系.运用SPSS和LISREL软件对数据进行因子分析、相关性分析和回归分析,结果显示:首先,营销人员胜任力模型包含客户洞察力、客户沟通力和客户服务力3个维度;其次,营销人员胜任力的3个维度对工作幸福感中的工作价值、福利待遇、发展前景、自我接受、人际关系以及自主性均有正向的促进作用,同时客户洞察力对环境驾驭也有正向的促进作用;再次,组织支持在营销人员胜任力各维度与工作幸福感各维度之间起着部分或全部调节作用.     

服务型制造与产品服务化研究

为了实现对服务型制造研究的深入理解,通过整理大量文献分析了服务型制造的发展与研究现状,指出现有研究的不足以及未来研究方向。同时,按时间维和空间维提出了服务型制造的两种类型,强调了产品服务化模式的重要性,并进行了研究综述。     

Network positioning and risk perception in servitization: evidence from the UK road transport industry

For manufacturing firms, the integration of advanced services into their customer offerings has become a crucial decision. Such commercial decisions require weighting the risks and rewards of implementing a business model based on advanced services. While academic experts acknowledge uncertainty of returns on investment despite potential advantages, research generally fails to address the challenge of calculating the actual risks involved in ‘servitization’. This paper seeks better understanding of managers’ risk perception and of servitization implications for strategic partnerships and network positioning, while considering the impact of factors such as entry barriers, technological knowledge and position in the supply chain (SC). Qualitative evidence is drawn from an industrial case study involving firms in the UK’s road transport industry: 14 in-depth interviews with senior executives from seven companies (manufacturers, operators, technology providers). During interviews, a payment card exercise measured risk perception and willingness to take strategic ‘make-or-buy’ decisions. Results suggest that implementing advanced services is perceived as a high-risk strategy, especially when firms lack in-house technological knowledge. However, collaborative strategic partnerships within supply chain networks can mitigate this risk and prove crucial to building entry barriers against external competitors. Based on these findings, implications for network positioning are developed.     

Product-Service Systems for servitization of the automotive industry: a literature review

Nowadays companies are facing several transformations of their activities, empowered and pulled by technological and social evolutions over the few past decades. As competitiveness is a leitmotiv in the market economy paradigm, it is necessary to improve activities through excellence and new offers. In a focus on the consumers’ needs, the limits between tangible and intangible offer are challenged through new kind of offers merging products and service under one common offer. Manufacturing companies, and more precisely the automotive industry, endeavour to integrate new constraints of sustainability, economic globalisation and new ways of consumption made possible with this new kind of offerings. This supports the opportunity to change consumption offers, historically driven by production and consumption of tangible assets. The paper explores a key concept to operate this shift towards a new type of offer gathering products and service into an integrated bundle entitled product-service system (PSS). This paper proposes a review of PSS definitions, methodologies and its applications to clarify the contribution of the literature in enabling its adoption. Requirements to adopt PSS are extracted from case studies and methodologies for servitization are evaluated as means to overcome barriers of PSS adoption. A specific focus is given on the automotive industry.     

制造业服务化发展战略研究

本文是依据中国工程院"制造强国战略研究(二期)"重大咨询研究项目的子课题"制造业服务化发展战略研究",选择研究报告中一部分内容编写而成。文章重点分析阐述了我国制造业实施服务化战略的必要性,制造业服务化的内涵、服务模式和经营模式,以及相关的现代信息技术和服务平台等。制造业服务化的核心仍然是制造。制造业通过服务化拓展发展空间和增强自身竞争力。制造企业面向顾客提供多种服务,包括定制、租赁、融资、监测、商务、供应链、工程承包以及回收再制造等服务内容,表现出产品和服务集成的新型产业特征。制造业服务化表现出两个融合趋势:其一是制造业与生产性服务业的紧密合作与融合发展;其二是制造业与现代信息技术的融合发展。制造企业基于互联网搭建起产品设计服务平台、电子商务服务平台、远程监控服务平台和供应链服务平台。     

Service-oriented manufacturing: A literature review and future research directions

This study presents a systematic review of the literature on service-oriented manufacturing (SOM). Specifically, we focus on the impact of SOM on firm operating decisions, which distinguishes this work from previous reviews. This study proposes a classification framework for SOM research based on product flow, from its design to its final disposal. Although SOM has been studied for many years, most related research remains conceptual. Our criterion for choosing papers is that they must be relevant to practical problems. This review aims to provide readers a guide that will facilitate their search for papers in their field of interest. More importantly, we hope that this review can provide insightful managerial implications for SOM.     

考虑产品租赁与缺货损失的制造商最优营销策略

SS〗（北京航空航天大学 经济管理学院,北京 100191）〖HT〗〖JZ）〗〖HJ2.1mm〗〖HT5〗〖GK2〗〖HT5”H〗 摘要： 〖HTSS〗针对制造型企业在产品服务化进程中所开展的产品租赁业务模式进行研究,以确定制造商的最优的销售周期及各类产品的最佳数量。考虑到产品的库存持有成本、缺货随时成本及产品折旧费用等因素,建立了基于总利润最大化的函数模型。在模型的求解过程中首先证明了解析解的重要性质：对于任意给定的销售周期,用于出租的产品与用于销售的产品之间存在最优的数量比例使得总利润最大,反之亦然。后续的算例与参数敏感性分析,给出了一些重要的管理洞察：制造商最优的营销策略受到出租产品需求率以及销售产品售价的影响;制造商选择开展产品出租业务时,就必须使得用于出租的产品数量处于合理的范围内。     

[服务型制造规划和实施]新一代信息通信技术在装备制造业服务化中的作用:基于我国4家企业的案例研究

基于装备制造企业服务化的特征,主要探讨了信息通信技术（ICT）与服务之间的关系。采用多案例的研究方法,分析我国4家装备制造企业如何运用ICT实现服务化转型,总结出装备制造企业常见的12种服务以及ICT在服务化中的14项功能。研究发现,远程监控是极其重要的一项功能,是提供维修维护以及产品设计等服务的基础。此外,从售前、售中、售后3个阶段阐述了企业通过ICT实现的服务化转变,并就各个阶段促进装备制造业服务化发展给出了具体建议。     

Value-based contract for smart operation and maintenance service based on equitable entropy

Smart operation and maintenance (O&M) service is the major industrial service in Industry 4.0, but it's not easy for manufacturers to achieve high returns. Regularly manufacturers can't set a higher service price due to customer's perception of the service value; a new revenue model is urgently needed. In this study, we develop a value-based contract for smart O&M service based on equitable entropy. Firstly, we summarise the characteristics of smart O&M service's value creation and acquisition. And the service value is measured under the PaaS model by calculating the maximum revenue gap of the customer in the two cases of customer self-O&M and manufacturer's smart O&M service. Then a revenue-sharing model is built based on equitable entropy which the criterion is the valid data provided by each party. The results show that by signing a value-based contract, the smart O&M service can not only significantly improve the customer's revenue by downtime losses reduction and productivity improvement, but also create higher returns for the manufacturer. In addition, the fairest revenue sharing coefficient and relatively fair interval for revenue sharing decision can be accurately calculated by equitable entropy. These conclusions provide a theoretical basis for the manufacturer to better implement smart O&M service.