Maximilian Schacht
Refine
Document Type
- Conference Proceeding (2) (remove)
Is part of the Bibliography
- no (2)
Keywords
- 03 (1)
- capabilities (1)
- customer data (1)
- customer journey (1)
- data-driven services and servitization in manufacturing (1)
- digital servitization (1)
- digital shadow (1)
- engineering (1)
- innovation (1)
- management (1)
- maturity (1)
- smart product-service systems (1)
- smart services (1)
- transformation (1)
Institute
Digital Servitization is one of the significant trends affecting the manufacturing industry. Companies try to tackle challenges regarding their differentiation and profitability using digital services. One specific type of digital services are smart services, which are digital services built on data from smart products. Introducing these kinds of offerings into the portfolio of manufacturing companies is not trivial. Moreover, they require conscious action to align all relevant capabilities to realize the respective business goals. However, what capabilities are generally relevant for smart services remains opaque. We conducted a systematic literature review to identify them and extended the results through an interview study. Our analysis results in 78 capabilities clustered among 12 principles and six dimensions. These results provide significant support for the smart service transformation of manufacturing companies and for structuring the research field of smart services.
Through data-based insights into customer behavior, products and service offers can be improved. For manufacturing companies, smart product-service systems (SPSS) offer the possibility to collect customer data during the usage phase of the product. As the focus on customer analytics is too often on sales and marketing, SPSS are overlooked as a source of customer data. However, manufacturing companies need to integrate data from all interactions with their customers along the complete customer journey to achieve a holistic data-based view of the customers. To identify these interactions and the customer data derived from them, the concept of a digital shadow will be applied to the customer journey. The projected results for the presented work in progress are a reference process model for the customer journey in manufacturing and a data model of the customer data created along this process.