基于知识基础观的服务化陷阱归因及规避策略

服务化在使部分制造企业获得新利润增长点的同时,也使部分企业跌入了服务化陷阱。对服务化陷阱进行归因并给出相关规避策略是值得深入研究的课题。基于知识基础观,本文认为:服务化是制造企业整合与拟提供产品服务包相关的不同种类的自身知识库知识、外部合作伙伴知识及客户知识进行动态发展、转移和创造新知识,进而为客户提供定制化和精准化集成解决方案的过程;制造企业跌入服务化陷阱的主要原因有知识广度和深度有限、知识整合能力不足、知识转移失真和知识匹配程度低;制造企业通过建立服务化专职管理部门、开发大数据智能处理平台、加强核心知识保护与扩大企业部门间学习交流可有效规避服务化陷阱。

Servitization makes some manufacturing enterprises have new profit growth points while making some enterprises fall into servitization trap. The attribution of servitzation trap and the relevant strategies are worthy of further study. Based on knowledge-based view, this paper believes that servitization is a process that the manufacturing enterprise integrates dif- ferent types of knowledge in its knowledge base, external partner knowledge and customer knowledge related to product service package to develop, transfer and create new knowledge in order to provide integrated solutions to customers accu- rately. The main reasons that manufacturing enterprises fall into servitization trap are limited knowledge breadth and depth, insufficient ability of knowledge integration, fuzzy knowledge transfer and low degree of knowledge matching. Enterprises can prevent servitization trap effectively by constructing full-time administrative department of servitization, exploiting pro-cessing platform of big data, intensifying protection of core knowledge, and promoting learning and sharing among different departments in firm.