Support Service Solutions: Strategy and Transition

今天，服务业占美国和欧洲所有就业人数的70%以上，而且这一数字还在以显著的速度增长。即使在制造业内部，组织也认为他们的努力中有相当大一部分与服务相关，越来越多的制造商正在探索将其产品提供转变为基于服务的战略。拟议研究的总体愿景是建立一个学术重点，为英国经济的持续转型提供信息并引导其从产品相关服务中创造更多价值。它将通过相关研究思维的发展和应用，立即使当前的从业者受益，特别是在航空航天和国防领域，并为领导对英国经济日益关键的能力的发展提供明确的学术基础。2007年4月，BAE系统公司和EPSRC发布了一份关于支持服务工程解决方案领域的意向书和建议书。这一呼吁是基于迫切需要发展研究思维，以支持英国国防工业向更高效的、面向服务的复杂工程资产支持解决方案转型。需要以服务科学研究和制造业研究的坚实基础为基础的新研究，以指导和加速新兴实践，并确保该学科的工程和管理方面与商业和战略问题并行处理。虽然专注于国防行业，但对综合解决方案的最佳实践的研究和编纂也引起了生产商希望从基于产品的支持服务(如运输、汽车服务和医疗保健)中获得增值的其他行业的兴趣。这项研究具有新颖性，因为它真正采取了多学科的立场来解决由复杂工程系统支撑的行业内的服务提供问题。为了有效地解决这一日益增长的行业需求，提出了一个分为五个部分/称为工作包/的计划。四个工作包涉及制定支助服务解决方案的重要问题，第五个工作包侧重于确保各项活动之间的紧密衔接，并为外地提供总体方向。工作包包括：WP1/组织转型WP2/服务信息策略WP3/风险与成本评估WP4/综合维护与能力增强WP5/集成与协调由Duncan McFarlane教授教授讲授。这项计划吸收了来自九所不同大学的经验丰富的学者，并从多个角度为支持服务解决方案建立了一个未来模式。项目调查人员：邓肯·麦克法兰教授(剑桥大学)奈杰尔·考德威尔博士(巴斯大学)理查德·柯伦博士(女王大学)安德鲁·格雷夫斯教授(巴斯大学)迈克尔·亨肖教授(拉夫堡大学)Wg CDR Chris Hockley RAF(RTD)(国防学院)艾莉森·麦凯教授(利兹大学)艾琳·吴博士(埃克塞特大学)Ken Platts博士(剑桥大学)David Probert先生(剑桥大学)Rajkumar Roy教授(克兰菲尔德大学)AShuosh Tiwari博士(克兰菲尔德大学)王文斌教授(萨尔福德大学)业务和战略问题，并使用集成活动在一个全面的模型中将工作联系在一起。这项研究将同时为下一代工业服务组织制定蓝图，并为寻求转型的工业组织建立路线图。它还将为英国在一个可能在未来几年大幅增长的研究领域提供学术基础和领导地位。

The service industries today represent over 70% of all employment in the USA and Europe and this figure is increasing at a significant rate. Even from within the manufacturing sector, organisations view a significant percentage of their efforts being service-related, and increasingly manufacturers are exploring strategies for evolving their product offerings into service-based ones. The overall vision for the research proposed is to establish an academic focus that will inform and lead the continued transformation of the UK economy towards increasing value generation from product related services. It will immediately benefit current practitioners, especially in aerospace and defence through the development and application of related research thinking, and provide a clear academic foundation to lead the development of capability increasingly critical to the UK economy.In April 2007, BAE Systems and EPSRC issued a call for expressions of interest and a proposal in the area of Support Service Engineering Solutions. The call was based on the urgent need to develop research thinking to underpin the transformation of the UK defence industry towards more efficient integrated service-oriented support solutions for complex engineering assets. New research, using both service science research and also strong foundations in manufacturing research as a base, is needed to guide and accelerate emerging practice, and to ensure that engineering and management aspects of this discipline are addressed in parallel with business and strategy issues. Whilst focussed on the defence sector imperative, the research and codification of best practice in integrated solutions is of interest to other sectors where producer manufacturers are looking to the value-add from product based support services such as Transportation, Automotive Services and Healthcare. The research is novel in that it takes a truly multi-disciplined stance in addressing service provision issues within industries underpinned by complex engineering systems.In order to address this growing industrial imperative in an effective manner, a programme divided into five sections / referred to as Work Packages / is proposed. Four Work Packages address issues of importance to the development of support service solutions and a fifth is focussed on ensuring a tight cohesion between the activities and on providing an overall direction for the field. The Work Packages are:WP1 / Organisation Transformation WP2 / Service Information Strategy WP3 / Risk & Cost Assessment WP4 / Combined Maintenance & Capability Enhancement WP5 / Integration & Co-ordinationLed by Professor Duncan McFarlane the programme draws on experienced academics from nine different universities and builds a future model for support service solutions from a multi-dimensional perspective. Programme Investigators:Prof Duncan McFarlane (University of Cambridge)Dr Nigel Caldwell (University of Bath) Dr Richard Curran (Queen's University) Prof Andrew Graves (University of Bath) Prof Michael Henshaw (University of Loughborough) Wg Cdr Chris Hockley RAF (Rtd) (Defence Academy)Prof Alison McKay (University of Leeds) Dr Irene Ng (University of Exeter) Dr. Ken Platts (University of Cambridge) Mr David Probert (University of Cambridge) Prof Rajkumar Roy (University of Cranfield) Dr. Ashutosh Tiwari (University of Cranfield)Prof Wenbin Wang (Salford University) The consortium will address technological, operational and strategic issues and using an integration activity to tie the work together in a comprehensive model. The research will simultaneously develop a blueprint for next-generation industrial service organisations and establish route maps for industrial organisations seeking to make a transition. It will also provide an academic base and leadership for the UK in a research field which is likely to grow significantly in the coming years.