面向消费者的制造业服务化成熟度模型研究

发布时间：2018-05-14 18:15

本文选题：制造业服务化 + 成熟度模型　；参考：《河北工业大学》2015年硕士论文

【摘要】：随着制造型企业的全球化同步发展,其生产的产品也越来越同质化,企业不再只关注产品的生产,而是越来越认识到“客户满意”的重要性。与此同时制造业仍然位于产业链低端,面临着劳动附加值低、资源消耗大以及创新能力低等问题,仅仅靠产品已难以维持其竞争优势,因此越来越多的制造企业通过提供服务来增强竞争优势并将其作为价值的重要来源——“制造业服务化”已成为当今世界制造业的显著趋势之一。消费者的需求也越来越多样化和个性化,对产品和服务的质量要求越来越苛刻,消费者不再仅仅关注购买的实体产品的质量,还关注与产品相关的各方面服务,在竞争形势逼迫下企业逐渐意识到必须以满足用户需求为中心,提供超过用户期望值的服务,在满足用户需求和利益的基础上来获取企业利润。然而制造业服务化过程并不总是一帆风顺的,也会出现“服务悖论”的现象,即有些企业在拓展服务业务领域时的高投入与期望所收获的高收益相悖。实践也证明了制造企业向服务化转型时,虽然可带来更多的收益并提升价值链地位,但同时也面临着各方面的调整所带来的巨大风险。因此如何科学地对制造业服务化成熟度进行定位,指导企业沿可控的服务化路径发展变得尤为重要。本文以面向消费者的制造业为研究对象,重点研究了面向消费者的制造业服务化成熟度的内涵与构成,构建了面向消费者的制造业服务化成熟度评价指标体系,根据成熟度的概念将面向消费者的制造业服务化成熟度分为五个不同的等级,并提出了相应的评判标准,有利于对面向消费者的制造业进行服务化成熟度评价。论文主要研究内容为:(1)基于对现有文献以及理论知识的总结,分析了制造业服务化的内涵以及制造业服务化成熟度的内涵,同时结合探索性案例研究给出了面向消费者的制造业服务化成熟度的构成要素:服务广度、服务深度、服务型制造网络水平(顾客参与程度、与顾客的关系、与供应商的关系)、组织服务水平(组织文化、服务开发流程)以及员工服务水平。(2)引进成熟度模型将面向消费者的制造业服务化成熟度划分为五个等级:初始级、低能力级、成熟级、成熟度高级以及持续改进级。通过专家评价法对所构建的评价指标体系打分,并通过模糊综合评价法对评价结果进行了综合评价,即可确定面向消费者的制造业服务化成熟度等级。(3)在已有分析的基础上对海尔企业进行了服务化成熟度的综合评判。
[Abstract]:With the development of globalization, the products produced by manufacturing enterprises are becoming more and more homogeneous. Enterprises no longer only pay attention to the production of products, but more and more realize the importance of "customer satisfaction". At the same time, the manufacturing industry is still located at the low end of the industrial chain, facing the problems of low added value of labor, large consumption of resources and low innovation ability. It is difficult to maintain its competitive advantage by relying on the products alone. Therefore, more and more manufacturing enterprises provide services to enhance their competitive advantage and regard it as an important source of value-"manufacturing service-oriented" has become one of the most significant trends in the world's manufacturing industry. Consumers' demands are becoming more and more diversified and individualized, and the quality requirements of products and services are becoming more and more stringent. Consumers are no longer concerned only with the quality of the physical products purchased, but also with the various aspects of services related to the products. Under the pressure of competition, enterprises gradually realize that they must focus on meeting the needs of users, provide services that exceed the expected value of users, and obtain profits on the basis of satisfying the needs and interests of users. However, the service-oriented process of manufacturing industry is not always smooth, there will be a "service paradox" phenomenon, that is, some enterprises in the expansion of service business areas of high investment and expectations of high revenue contrary. Practice has also proved that manufacturing enterprises to service transition, although it can bring more revenue and enhance the value chain position, but also facing the adjustment of various aspects of the huge risk. Therefore, how to scientifically position the service maturity of manufacturing industry and guide enterprises to develop along a controllable service path becomes particularly important. This paper takes the consumer-oriented manufacturing industry as the research object, focuses on the connotation and composition of the consumer-oriented manufacturing service-oriented maturity, and constructs a consumer-oriented manufacturing service-oriented maturity evaluation index system. According to the concept of maturity, the service maturity of consumer-oriented manufacturing industry is divided into five different grades, and the corresponding evaluation criteria are put forward, which is helpful to evaluate the service-oriented maturity of consumer-oriented manufacturing industry. Based on the summary of the existing literature and theoretical knowledge, this paper analyzes the connotation of manufacturing service and the connotation of manufacturing service maturity. At the same time, combined with exploratory case study, the paper gives the components of service maturity of consumer-oriented manufacturing industry: service breadth, service depth, service manufacturing network level (customer participation, customer relationship, etc.) Relationship with suppliers, organizational service level (organizational culture, service development process) and employee service level, the introduction of maturity model classifies the consumer-oriented manufacturing service maturity into five levels: initial level, low capability level, Maturity level, maturity level and continuous improvement level. The evaluation index system is evaluated by expert evaluation method, and the evaluation result is evaluated by fuzzy comprehensive evaluation method. The service maturity level of the consumer-oriented manufacturing industry is determined. (3) based on the existing analysis, the comprehensive evaluation of the service maturity of Haier enterprises is carried out.
【学位授予单位】：河北工业大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F426.6;F274

【参考文献】