Product service systems as a vehicle for sustainability : exploring service operations strategies
Product service systems as a vehicle for sustainability : exploring service operations strategies
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发表时间：
2010
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通讯作者：
P. Colen;Marcella Lambrecht
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作者：
P. Colen;Marcella Lambrecht
面对停滞的需求、高劳动力成本、苛刻的立法和激烈的竞争，OEM越来越多地寻求服务机会以提高其盈利能力。这些制造商提供产品和服务的集成解决方案，称为产品服务系统（PSS）。增加更广泛的服务，将售后销售资源的使用纳入OEM的决策中。由于OEM的长期责任，客户和制造商的动机一致。两者都将在设备的生命周期内降低总拥有成本，从而获得服务收益。通过协调激励措施，PSS成为一种与市场兼容的工具，可以重塑制造战略，实现更大的可持续性。PSS成功的基本任务是创造服务增益。这项任务要求有效和高效的服务供应链，我们制定的运营策略，可以指导制造商在创建一个成功的服务供应链。本文报告的研究是与一家大型OEM合作的结果，并提出了成功管理服务网络的五种策略。五种服务运营战略中的每一种都被级联成其关键运营要素，给出了一整套将服务转化为真实的利润产生机器的运营实践。
Facing stagnating demand, high labor costs, demanding legislation and throat cutting competition, OEM’s are increasingly looking at service opportunities to boost their profitability. These manufacturers offer integrated solutions of both products and services called product service systems (PSS). Adding more extensive services, incorporates the after sale resource use in the decision making of the OEM. Because of the prolonged responsibility of the OEM, the incentives of customer and manufacturer align. Both will thrive to lower the total cost of ownership over the life time of the equipment, resulting in a service gain. Through the alignment of incentives PSSs are a market compatible vehicle to reshape the manufacturing strategy towards more sustainability. The fundamental task for success in PSSs is to create a service gain. This task mandates effective and efficient service supply chains and we formulate operational strategies that can guide manufacturer in creating a winning service supply chain. The research reported in this paper is the result of a collaboration with a large OEM and presents five strategies for successfully managing service networks. Each of the five service operations strategies is cascaded into its key operational ingredients, giving a whole set of operational practices to turn service into a real profit generating machine.