Product-service systems
Product-service systems
复制标题
产品服务系统
DOI：
10.1080/09544820903149271
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发表时间：
2009
影响因子：
2.7
通讯作者：
David Baxter
中科院分区：
文献类型：
--
作者：
R. Roy;David Baxter
制造业正在以产品服务系统（PSS）的形式增强其产品，通过更好地满足和超越客户的期望来产生更多的收入。利用新技术、更好地了解社会制度和先进的管理技术正在共同努力，使制造业向服务化转变。人们越来越有兴趣了解从以产品为中心的组织向以服务或价值主张为中心的组织过渡的基本性质。销售产品及其功能与销售基于客户价值的产品是不同的。这需要更深入地了解客户以及产品、业务流程、组织结构和人为因素之间的关系。这种关系根据企业对消费者（B2C）或企业对企业（B2B）的交互而变化。一些制造组织正在经历这种转变，并且对挑战有很好的洞察力和知识。有必要加强PSS领域的多学科研究。本期《制造技术与管理杂志》特刊精选了11篇论文，涵盖了PSS领域的最新研究成果。本期特刊以一篇由TS Baines， HW Lightfoot， O. Benedettini和JM Kay撰写的关于制造业服务化的综述论文开始。本文介绍了向更加以服务为基础的制造环境过渡的历史记录，并概述了它为未来带来的挑战。许多论文讨论了PSS设计的不同方面。Nicola Morelli提出了一种基于客户积极参与价值生产过程的PSS设计方法。与客户共同创造价值是任何PSS产品的关键特征。该方法允许根据客户的本地需求定制服务。JC Aurich， N. Wolf， M. Siener和E. Schweitzer提出了一个框架来系统地配置PSS产品或解决方案。本文采用生命周期管理方法来集成PSS解决方案的不同参与者（例如客户和制造商）。Ella-Mae Molloy， Carys Siemieniuch和Murray Sinclair提出了一项基于过程的实证研究，以了解基于pss的组织的运作。他们提出了一个分析框架来评估组织内的决策过程。据观察，PSS需要新的流程来避免对潜在风险的忽视。Yee Mey Goh和Chris McMahon讨论了在职知识重用的案例，以提高PSS解决方案的效率。本文提出了知识法典化方法成功的四种策略。下一组论文着重于客户参与在PSS中的重要性。Mario Rese， Wolf-Christian Strotmann和Markus Karger提出了与PSS相关的9个客户偏好驱动因素。他们提供了一个指南针来评估PSS解决方案，以应对不断变化的客户偏好。Koji Kimita， Yoshiki Shimomura和Tamio Arai也提出了一种方法来估计PSS概念设计的客户满意度。该方法有助于比较设计，从而以迭代的方式改进PSS设计。Ornäs的Oskar Rexfelt和Hiort认为，在B2C环境中，不确定性的减少和相对收益是影响客户接受PSS解决方案的两个最重要的因素。他们的研究目标是支持PSS的开发，使消费者能够选择，而不是强迫他们，在不限制他们行动的情况下给他们选择。另一方面，A. Azarenko， R. Roy， E. Shehab和A.…
Manufacturing industry is enhancing its offerings in the form of product-service systems (PSS) to generate more revenue through better satisfying and exceeding customer expectations. Use of new technology, better understanding of social systems and advanced management techniques are working together to enable a shift towards servitization of manufacturing. There is an increasing interest to understand the basic nature of the transition from a product centric organisation to a service or value proposition centric organisation. Selling a product and its functionality is different from selling an offering based on customer value. This requires deeper understanding of the customer and the relationship among the product, business processes, organisational structure and human factors. The relationships change based on business to consumer (B2C) or business to business (B2B) interactions. Several manufacturing organisations are going through this transformation and have good insight and knowledge about the challenge. There is a need to enhance multi-disciplinary research in the PSS area.This special issue of the Journal of Manufacturing Technology and Management presents 11 selected papers that cover state of the art research in a number of PSS areas. This special issue starts with a review paper on the servitisation of manufacturing by TS Baines, HW Lightfoot, O. Benedettini and JM Kay. The paper presents an historic account of the transition to a more service based manufacturing environment and outlines the challenges it poses for the future. A number of papers address different aspects of PSS design. Nicola Morelli presents a methodological approach to design PSS based on an active participation of customers to the value production process. Value co-production with the customer is a key characteristic of any PSS offering. The methodology allows customisation of services for local needs of customers. JC Aurich, N. Wolf, M. Siener and E. Schweitzer present a framework to systematically configure PSS offering or solution. The paper employs a life cycle management approach to integrate different actors (eg customer and manufacturer) for a PSS solution. Ella-Mae Molloy, Carys Siemieniuch and Murray Sinclair present a process-based empirical study to understand the workings of PSS-based organisations. They present an analytical framework to assess decision processes within the organisation. It is observed that the PSS demands new processes to avoid ignorance of potential risks. Yee Mey Goh and Chris McMahon argue the case for in-service knowledge re-use in order to improve efficiency of a PSS solution. The paper proposes four strategies for the success of knowledge codification approaches. The next set of papers focus the importance of customer involvement in PSS. Mario Rese, Wolf-Christian Strotmann and Markus Karger present nine customer preference drivers that are relevant for PSS. They present a compass to evaluate PSS solutions against changing customer preferences. Koji Kimita, Yoshiki Shimomura and Tamio Arai also present a methodology to estimate customer satisfaction for a conceptual design of PSS. The methodology helps to compare designs and therefore improve the PSS design in an iterative manner. Oskar Rexfelt and Hiort af Ornäs argue that uncertainty reduction and relative benefits are the two most important factors that impact customer acceptance of a PSS solution within a B2C context. The goal of their research is to support PSS development that enable but do not force consumers, giving them choices without constraining their actions. On the other hand, A. Azarenko, R. Roy, E. Shehab and A …