摘要
中国制造企业服务转型是国际产业竞争的必然结果。实践证明,服务转型之路充满荆棘,许多制造企业服务创新方式随意且散乱,过度复杂化的服务业务造成服务绩效不佳。服务转型的过程实质上是制造企业知识重构过程,知识管理在服务转型过程中发挥着关键作用。首先归纳出当前制造企业服务"转型综合症"主要特征,结合实际案例,系统研究制造企业服务知识的管理架构与流程,在此基础上重点探讨服务创意知识、服务商业模式知识以及服务流程知识的产出方式。研究表明,建立与服务转型发展轨迹高度契合且能覆盖服务转型不同发展阶段的服务知识管理体系对制造企业具有重要的战略意义。
Service transition of Chinese manufacturers is the inevitable result of international industrial competition. The practice proves service transition roads of manufacturers are full of thorns. The innovation modes of some manufacturers are random and messy. Excessive complexity of service creates poor performance. The process of service transition is the process of knowledge reconstruction. Knowledge management plays a key role in the service transition process. The main characteristics of current ＂transition syndrome＂ are summarized. The structure and process of service knowledge management are discussed based on cases. The output mode of creative knowledge, business model knowledge and operation process knowledge are analyzed. The research shows that it has important significance for manufacturers to establish knowledge management system suitable for different states of service transition.
出处
《科技管理研究》
CSSCI
北大核心
2016年第2期172-178,共7页
Science and Technology Management Research
基金
国家自然科学基金项目"面向突变性技术变化的企业技术监控活动及其动态适应性研究"(71272242)
河南省哲学社会科学规划项目"突变性技术创新背景下政策窗口触发机制研究"(2014BJJ019)
关键词
服务转型
知识管理
服务创意
商业模式
运营流程
service transition
knowledge management
service creativity
business model
operation process
