End-to-End Servitization Model in Industry 4.0

• Autorzy: Sivula Ari , Shasuzzoha Ahm , Ndzibah Emmanuel , Timilsina Binot

Identyfikatory

DOI

10.24425/mper.2022.140879

• Języki publikacji: EN

Abstrakty

EN

The purpose of servitization is to provide new business opportunities mainly to manufacturing companies. Companies strive to develop new services through utilizing servitization models, which are required to be applicable in several servitization scenarios. The main objective of this study is to propose a servitization model, known as “end-to-end servitization model” suitable for servitization purposes in companies. The model was developed based on several validated and commonly utilized service design models. Moreover, testing the validity of the model was implemented with the usability survey (usefulness, ease to use, easy of learning and satisfaction) with the Master’s level students, while they were developing new services by utilizing the proposed model. The results of this study indicate that the proposed servitization model can be utilized in different organizations to provide new services. Furthermore, the model can be concluded as useful, easy to use, easy to learn and it is at a satisfactory level based on the empirical evidence.

Słowa kluczowe

EN

servitization; service design; service innovation; Industry 4.0

• Wydawca: Production Engineering Committee of the Polish Academy of Sciences ; Polish Association for Production Management
• Czasopismo: Management and Production Engineering Review
• Rocznik: 2022
• Tom: Vol. 13, No. 1
• Strony: 89--98
• Opis fizyczny: Bibliogr. 73 poz., rys., tab.

Twórcy

autor

Sivula Ari

• Seinäjoki University of Applied Sciences Kampusranta 11, FI-60320 Seinäjoki, Finland
• University of Vaasa, School of Technology and Innovations, Finland

autor

Shasuzzoha Ahm

• University of Vaasa, School of Technology and Innovations, Finland

autor

Ndzibah Emmanuel

• University of Vaasa, School of Technology and Innovations, Finland

autor

Timilsina Binot

• University of Vaasa, School of Technology and Innovations, Finland

Bibliografia

• Acar O.A. (2019), Motivations and solution appropriateness in crowdsourcing challenges for innovation, Research Policy, Article in press.
• Adrodegari F. and Saccani N. (2020), A maturity model for the servitization of product-centric companies, Journal of Manufacturing Technology Management, Vol. 31, No. 4, pp. 775–797.
• Antioco M. (2006), Service orientations of manufacturing companies: Impact on new product success, Unpublished PhD dissertation, Technische Universiteit Eindhoven, Eindhoven, The Netherlands.
• Baines T.S., Lightfoot H.W. and Smart, P. (2013), Servitization of the manufacturing firm: exploring the operations practices and technologies that deliver advanced services, Journal of Manufacturing Technology Management, Vol. 24, No. 4, pp. 637–646.
• Bellos I. and Ferguson M. (2017), Moving from a Product-Based Economy to a Service-Based Economy for a More Sustainable Future. In: Bouchery Y., Corbett C., Fransoo J. & Tan T. (eds.), Sustainable Supply Chains. Springer Series in Supply Chain Management, Vol. 4, Springer: Cham.
• Bigdeli A.Z., Baines T., Bustinza O.F., and Guang Shi V. (2017a), Organisational change towards servitization: a theoretical framework, Competitiveness Review, Vol. 27, No. 1, pp. 12–39.
• Bigdeli A.Z., Bustinza O.F., Vendrell-Herrero F., and Baines T. (2017b), Network positioning and risk perception in servitization: Evidence from the UK road transport industry, International Journal of Production Research, Vol. 56, No. 6, pp. 2169–2183.
• Bono R., Arnau J., Alarcón, R., and Blanca M.J. (2020), Bias, Precision, and Accuracy of Skewness and Kurtosis Estimators for Frequently Used Continuous Distributions, Symmetry, Vol.12, No. 19.
• Bustinza, O.F., Parry, G. and Vendrell-Herrero, F. (2013), Supply and demand chain management: The effect of adding services to product offerings, Supply Chain Management, Vol. 18, No. 6, pp. 618–629.
• Canales J.I. and Caldart A. (2017), Encouraging emergence of cross-business strategic initiatives, European Management Journal, Vol. 35, pp. 300–313.
• Carey M., White E.J., McMahon M., and O’Sullivan L.W. (2019), Using personas to exploit environmental attitudes and behaviour in sustainable product design, Applied Ergonomics, VOL. 78, pp. 97–109.
• Cesar A.S., Conejero M.A., Ribeiro E.C.B., and Batalha M.O. (2019), Competitiveness analysis of “social soybeans” in biodiesel production in Brazil, Renewable Energy, Vol. 133, pp. 1147–1157.
• De Keyser A., Köcher S., and Alkire (née Nasr), L., Verbeeck C. and Kandampully J. (2019), Frontline Service Technology infusion: conceptual archetypes and future research directions, Journal of Service Management, Vol. 30, No. 1, pp. 156–183.
• De Propris L. (2016), A fourth industrial revolution is powering the rise of smart manufacturing, London, UK: The Conversation Trust. Accessed 7.11.2020. Retrieved from https://theconversation.com/a-fourthindustrial-revolution-is-powering-the-rise-of-smartmanufacturing-57753
• Dimache A. and Roche T. (2013), A decision methodology to support servitization of manufacturing, International Journal of Operations & Production Management, Vol. 33, No. 11/12, pp. 1435–1457 .
• Fang E., Palmatier R.W., and Steenkamp J.B. (2016), Effect of service transition strategies on firm value, Journal of Marketing, Vol. 72, pp. 1–14.
• Ferreira F.N.H., Cova B., Spencer R. and Proença, J.F. (2016). A dynamics-based approach to solutions typology: A case from the aerospace industry, Industrial Marketing Management, 58, pp. 114–122..
• Ferreira F.N.H., Proença J.F., Spencer R., and Cova B. (2013), The transition from products to solutions: External business model fit and dynamics, Industrial Marketing Management, Vol. 42, No. 7, pp. 1093-1101.
• Finne M., Brax S., and Holmstrom J. (2013), Reversed servitization paths: a case analysis of two manufacturers, Service Business, Vol. 7, pp. 513–537.
• Frank A.G., Mendes G.H.S., Ayala N.F., and Ghezzi A. (2019), Servitization and Industry 4.0 convergence in the digital transformation of product firms: A business model innovation perspective, Technological Forecasting and Social Change, Vol. 141, pp. 341–351.
• Freitag M. and Schiller C. (2017), Approach to test a Product-Service System during Service Engineering, Procedia CIRP, Vol. 64, pp. 336–339.
• Gebauer H., Joncourt S., and Saul C. (2016), Services in product-oriented companies: Past, present, and future, Universia Business Review, first quarter, pp. 1698–5117.
• Grandinetti R., Ciasullo M.V., Paiola M., and Schiavone F. (2020), Fourth industrial revolution, digital servitization and relationship quality in Italian B2B manufacturing firms. An exploratory study, The TQM Journal, ahead-of-print.
• Guo A., Li Y., Zuo Z., and Chen G. (2015), Influence of organizational elements on manufacturing firms’ service-enhancement: An empirical study based on Chinese ICT industry, Technology in Society, Vol. 43, pp. 183–190.
• Haber N., Fargnoli M., and Sakao T. (2018), Integrating QFD for product-service systems with the Kano model and fuzzy AHP, Total Quality Management & Business Excellence, pp. 1–26.
• Huikkola T., Kohtamäki M., Rabetino R. (2016), Resource realignment in servitization. Resource Management, Vol. 59, pp. 30–39.
• Jasiulewicz-Kaczmarek M., Legutko S., and Kluk P. (2020), Maintenance 4.0 Technologies – New Opportunities for Sustainability Driven Maitenance, Management and Production Engineering Review, Vol. 11, No. 2, pp. 74–87.
• Jiang Z-Z., Feng G., Yi Z., and Guo X. (2021), Serviceoriented manufacturing: A literature review and future research directions, Frontiers of Enginerring Management.
• Kagermann H., Wahlster W., and Helbig J. (2013), Recommendations for implementing the strategic initiative Industrie 4.0: Final report of the Industrie4.0, Working Group, Munchen, Germany: National Academy of Science and Engineering (Acatech).
• Kamal M.M., Sivarajah U., Bigdeli A.Z., Missi F., and Koliousis Y. (2020), Servitization implementation in the manufacturing organisations: Classification of strategies, definitions, benefits and challenges, International Journal of Information Management, Vol. 55, pp. 102–206.
• Kaplan R.S. and Norton D.P. (2006), How to implement a new strategy without disrupting your organization. Harvard Business Review, Vol. 84, pp. 100–109.
• Kindström D. and Kowalkowski C. (2014), Service innovation in product-centric firms: a multidimensional business model perspective, Journal of Business & Industrial Marketing, Vol. 29, No. 2, pp. 96–111.
• Kohtamäki M., Einola S., and Rabetino R. (2020), Exploring servitization through the paradox lens: Coping practices in servitization, International Journal of Production Economics, Vol. 226.
• Kowalkowski C., Gebauer H., and Oliva R. (2017), Service growth in product firms: Past, present, and future, Industrial Marketing Management, Vol. 60, pp. 82–88.
• Lenka S., Parida V. and Sjödin D.R., and Wincent J. (2018), Towards a multi-level servitization framework: Conceptualizing ambivalence in manufacturing firms, International Journal of Operations & Production Management, Vol. 38, No. 3, pp. 810-827.
• Levitt T. (1976), Industrialization of service, Harvard Business Review, Vol. 54, No. 5, pp. 63–74.
• Lewis J.R. (2002), Psychometric evaluation of the PSSUQ using data from five years of usability studies, International Journal of Human-Computer Interaction, Vol. 14, No. 3-4, pp. 463–488.
• Lim C.-H., Kim M.-J., Heo J.-Y., and Kim K.-J. (2018), Design of informatics-based services in manufacturing industries: Case studies using large vehiclerelated databases, Journal of Intelligent Manufacturing, Vol. 29, No. 3, pp. 497–508.
• Lund A. (2001), Measuring Usability with the USE Questionnaire, Usability Interface, Vol. 8, No. 2, pp. 3–6.
• Martin S.L., Javalgi R.G. and Ciravegnac L. (2018), Service advantage built on service capabilities: An empirical inquiry of international new ventures, Journal of Business Research, Vol. 88, pp. 371–381.
• Martinez V., Bastl M., Kingston J., and Evans S. (2010), Challenges in transforming manufacturing organisations into product-service providers, Journal of Manufacturing Technology Management, Vol. 21, No. 4, pp. 449–469.
• Matschewsky J., Kambanou M.L., and Sakao T. (2017), Designing and providing integrated product-service systems – Challenges, opportunities and solutions resulting from prescriptive approaches in two industrial companies, International Journal of Production Research, Vol. 56, No. 6, pp. 2150–2168.
• Chiu M-C., Chu C.-Y., and Kuo T.C. (2019), Product service system transition method: building firm’s core competence of enterprise, International Journal of Production Research, Vol. 57, No. 20, pp. 6452–6472.
• Muztoba A.K., ShaunWest S., and Wuest T. (2020), Midlife upgrade of capital equipment: A servitization-enabled, value-adding alternative to traditional equipment replacement strategies, CIRP Journal of Manufacturing Science and Technology, Vol. 29, pp. 232–244.
• Myrthianos V., Vendrell-Herrero F., Parry G., and Bustinza O. (2014), Firm profitability during the servitization process in the music industry, Strategic Change, Vol. 23, No. 5–6, pp. 317–328.
• Neely A. (2008), Exploring the financial consequences of the servitization of manufacturing, Operations Management Research, Vol. 1, No. 2, pp. 103–118.
• Neely A. (2009), Exploring the Financial Consequences of the Servitization of Manufacturing, Operations Management Research, Vol. 1, No. 2, pp. 103–118.
• Ode K.J. and Wadin J.L. (2019), Business model translation – The case of spreading a business model for solar energy, Renewable Energy, Vol. 133, pp. 23–31.
• Oliva R. and Kallenberg R. (2003), Managing the transition from products to services, International Journal of Service Industry Management, Vol. 14, No. 2, pp. 160–172.
• Özaygen A. and Balagué C. (2018), Idea evaluation in innovation contest platforms: A network perspective, Decision Support Systems, Vol. 112, pp. 15–22.
• Paiola M. Saccani N., Perona M., and Gebauer H. (2013), Moving from products to solutions: strategic approaches for developing capabilities, European Management Journal, Vol. 31, pp. 390–409.
• Palo T. and Tähtinen J. (2013), Networked business model development for emerging technology-based services, Industrial Marketing Management, Vol. 42, No. 5, pp. 773–782.
• Palo T., Åkesson M., and Löfberg N. (2019), Servitization as business model contestation: A practice approach, Journal of Business Research, Vol. 104, pp. 486–496.
• Pöppel J., Finsterwalderb J. and Laycock R.A. (2018), Developing a film-based service experience blueprinting technique, Journal of Business Research, Vol. 85, pp. 459–466.
• Presti L.L., Maggiore G., and Marino V. (2020), Mobile chat servitization in the customer journey: from social capability to social suitability, The TQM Journal, ahead-of-print.
• Rabetino R., Kohtamäki M., and Gebauer, H. (2017), Strategy map of servitization, International Journal of Production Economies, Vol. 192, pp. 144–156 .
• Rabetino R., Kohtamäki M., and Gebauer H. (2017), Strategy map of servitization, International Journal of Production Economics, Vol. 192, pp. 144–156.
• Raddats C., Kowalkowski C., Benedettini O., Burton J., and Gebauer H. (2019), Servitization: A contemporary thematic review of four major research streams, Industrial Marketing Management, Vol. 83, pp. 207-223.
• Ries E. (2011), The Lean Startup. How Constant Innovation Creates Radically Successful Businesses. London: Portfolio Penguin.
• Sanghavi D., Parikh S., and Raj S.A. (2019), Industry 4.0: Tools and Implementation, Management and Production Engineering Review, Vol. 10, No. 3, pp. 3–13.
• Segev E. (2019), Crowdsourcing contests, European Journal of Operational Research, Article in press.
• Sivula A. and Kantola J. (2014), Crowdsourcing in a Project Lifecycle. In: Uden L., Fuenzaliza O.D., Ting I.H., Liberona D. (eds). Knowledge Management in Organizations. KMO 2014. Lecture Notes in Business Information Processing, Vol. 185. Cham: Springer.
• Sivula A. and Kantola J. (2016), Adapting crowdsourcing in innovation management, International Journal of Innovation and Learning, Vol. 19, No. 3, pp. 314–334.
• Smith L., Maull R. and Ng C.L.I. (2014), Servitization and operations management: a service dominantlogic approach, International Journal of Operations & Production Management, Vol. 34, No. 2, pp. 242-269.
• Spring M. and Araujo L. (2009), Service, services and products: Rethinking operations strategy, International Journal of Operations & Production Management, Vol. 29, No. 5, pp. 444–467.
• Storbacka K., Windahl C., Nenonen S. and Salonen A. (2013), Solution business models: Transformation along four continua, Industrial Marketing Management, Vol. 42, No. 5, pp. 705–716.
• Vakulenko Y., Shamsb P., Hellström D. and Hjort K. (2019), Service innovation in e-commerce last mile delivery: Mapping the ecustomer journey, Journal of Business Research, Vol. 101, No. August, pp. 461–468
• Vandermerwe S. and Rada J. (1988), Servitization of business: Adding value by adding services, European Management Journal, Vol. 6, No. 4, pp. 314–324.
• Vendrell-Herrero F., Parry G., Bustinza O., and O’Regan N. (2014), Servitization as a driver for organizational change, Strategic Change, Vol. 23, pp. 279-285.
• Visnjic I. and Looy B.V. (2013), Servitization: disentangling the impact of service business model innovation on manufacturing firm performance, Journal of Operation Management, Vol. 31, pp. 169–180.
• Wise R. and Baumgartner P. (1999), Go downstream: The new imperative in manufacturing, Harvard Business Review, Vol. 77, No. 5, pp. 133–141.
• Yachin J.M. (2018), The ‘customer journey’: Learning from customers in tourism experience encounters, Tourism Management Perspectives, Vol. 28, pp. 201-210.
• Zghidi A.B. and Zaiem I. (2017), Service orientation as a strategic marketing tool: the moderating effect of business sector, Competitiveness Review, Vol. 27, No. 1, pp. 40–61.

Uwagi

Opracowanie rekordu ze środków MEiN, umowa nr SONP/SP/546092/2022 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2022-2023)