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随着服务经济的到来,传统制造业受到了巨大的冲击,服务成为了制造企业的重要选择。但“服务困境”的现实使得众多制造企业在进行服务转型时感到迷茫。本文基于2009年国际制造战略调查数据库中的数据,采用了因子分析和比较分析的方法,分析了制造企业的类型以及制造企业服务的类型,以及不同类型制造企业所倾向的服务策略。分析结果显示,全能型企业在各方面表现均较好;传统型企业与全能型企业在产品售后服务、升级服务和使用培训服务上存在较大差距;折中型企业与全能型的差距则体现在客户服务与客户支持服务方面;定制型企业与传统型企业的差异则主要体现在客户服务方面。最后,提出基于制造能力演化的服务策略转移模型,为制造型企业尤其是中国制造企业的服务化转型提供建议。
With the advent of service economy, the traditional manufacturing industry has suffered a tremendous impact, and service has become an important choice for manufacturing enterprises. However, the reality of “service dilemma ” makes many manufacturing enterprises feel confused when making service transformation. Based on the data from the 2009 International Manufacturing Strategy Survey Database, this paper uses factor analysis and comparative analysis to analyze the types of manufacturing enterprises, the types of manufacturing enterprises’ services and the service strategies that different types of manufacturing enterprises tend to favor. The results show that all-round enterprises are better performing in all aspects; traditional enterprises and all-round enterprises in product after-sales service, upgrade services and training services there is a big gap; medium-sized enterprises and all-round gap is reflected in the Customer service and customer support services; the difference between customized and traditional enterprises is mainly reflected in customer service. Finally, the service strategy transfer model based on the evolution of manufacturing capabilities is put forward to provide suggestions for the service-oriented transformation of manufacturing enterprises, especially Chinese manufacturing enterprises.