服务运作管理整合的视角service management

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1、servicemanagementCHAPTER310/9/20211Servitization:orwhyservicesmanagementisrelevantformanufacturingenvironments2thepreviouschapterswehaveidentifiedthespecificcharacteristicsofservices.Thismayhavegiventhefalseimpressionthatmanufacturinggoodsanddeliveringservicesaresodiffere

2、ntthatthisbookwillonlyberelevanttocompaniesclassifiedasbeinginthetertiaryorservicessectoroftheeconomy.Thisisanoutdatedview.3Traditionally,manufacturingcompaniessuppliedgoods,whileservicewasseenashavingonlyminorimportance.Thisattitudehaschanged.4Thisattitudehaschanged.Servic

3、eshavebecomeimportantformanufacturingcompanies.Moreandmoreofthesecompaniesareofferinganintegratedpackageofproductsandservices.5SandraVandermerwe,oneoftheleadingscholarsonthistopic,hascalledthismovement‘theservitizationofbusinesses’6Thischangeaffectsthemanagementoftraditiona

4、lmanufacturingcompanies.Theofferingtothecustomerhastoberedefinedtoincludethis‘bundle’concept.Asaresult,manufacturingbusinessesandservicecompaniesarenolongersoverydifferent,andeachhassomethingtoteachtheother.7weshalltakeacloserlookatthischange,describingthewayinwhichservitiz

5、ationisevolving.Weshallalsoexaminesomeofthecausesofthistrendandsomeoftheimplicationsithasforacompany’sorganizationanditsproductionprocesses.8FROMGOODSTOSERVICESTraditionally,thefocusinmanufacturingcompanieshasbeenonmakingagoodqualityarticle.Theobjectivehasbeentomakeacarthat

6、wouldtakethecustomerfrompointAtopointB,aliftthatwouldgoupanddown,oracoffeemachinethatwouldmakecoffee.9Thereisnothingwrongwiththis;weallwantourcarstofunctionsmoothlyorourcoffeemachinestomakegoodcoffee.10Everymanufacturerhastoensurethatthegoods–thesubstantiveelementoftheprodu

7、ct–workwell.However,manufacturershavecometorealizethattheofferingofaproductisenhancedwhenitiscomplementedbyservices.11Aclassicalformofcustomerserviceofferedbymanufacturingcompaniesisaftersalesservice–theinstallation,maintenanceandrepairofgoodssold.12Itisapparent,however,tha

8、tcustomerservicesinthiscontextareseenas‘servicesthataccompanygoods’–forexample,acc