制造企业服务衍生的分类及其价值创造

Manufacturing Enterprise Service Derivative Classification and Value Creation

针对因企业忽视服务化阶段性特征而易陷入"服务悖论"问题,依据所需资源与能力的不同,将服务衍生分为基础性服务衍生和提升性服务衍生两种类型;探究两种类型服务衍生实现价值创造的机理,基础性服务衍生价值创造依赖于优势制造资源,而提升性服务衍生则需要构筑基于核心资源的整合能力;以海尔战略转型过程为分析对象,揭示两种类型服务衍生对海尔价值创造的机理。研究结果表明,承载服务价值的产品是服务衍生实现的基石;面向客户问题解决的服务在广度和深度上要有度的把握。

This paper focuses on the question of process stage characteristics of servitization neglected, and manufacturers may easily fall into ＂service paradox＂. Service derivative is divided into two types, basic service derivative and enhance service derivative, considered manufacturers＇ resources and capabilities. Then the two types how to achieve value creation is explored. Finally, take Haier＇s four strategic transformation process as analysis object, and service derivative of two type＇s value creation mechanism is revealed. The result shows that products carrying service value realization is the foundation for service derivative, and manufacturers should coordinate the breadth and depth of service.