制造企业潜在服务价值创造及其流程再造——东方汽轮机厂案例研究

制造企业存在潜在的服务价值流并与显性价值活动是相互交融的,为了实现服务价值制造企业需要进行服务流程再造。首先,在传统管理模式向服务的价值结构转变过程中,制造企业要注意"推"和"拉"流程的结合;其次,制造企业需要设计和构建面向顾客的服务价值链;第三,制造企业必须将各环节"链"起来形成一个有机整体,实现"服务化"。最后,以我国一家国有大型发电设备制造企业——东方汽轮机厂为例,阐述了制造企业服务创新过程,探讨了其如何构建和再造服务价值流程。

Potential Service Value Creating and Process Re-engineering in Manufacturing Firms: Case Study of Dongfang Steam Turbine Works

Service has become an important value creation and a competitive tool in manufacturing industries against the knowledge-economy and globalization of economics.It is manufacturers and their customers together in the interactive value-creating processes who create the service value.It is supported that the potential service value streams exist and merge with the common value activities in manufacturing firms,so service process re-engineering is necessary for manufacturing firms to capture service value.Firstly,manufacturing firms should take more care for the joint of Push and Pull processes during the transformation from traditional manufacture managing patterns to service management ones.Secondly,manufacturing firms need to redesign and reconstruct their service value chain.Thirdly,manufacturing firms must link series of inside value activities into an organic integrated body and aim at servicizing.Taking a manufacturing firm,Dongfang Steam Turbine Works in China(DFSTW) an example,the service innovation process of manufacturing firms and the reconstruction of service value processes were also explained.