制造企业只有构建与服务化转型升级相适应的能力,才能在向客户提供集成解决方案中避免出现“服务化困境”,实现价值共创。结合中国制造业的“二元”背景,界定了集成解决方案的内涵与特征；通过集成解决方案生成过程分析,从企业内部提供和网络集成两个视角,提出了集成解决方案提供需要构建客户关系能力、制造能力、服务创新能力、网络协同能力等关键能力。以陕鼓案例为研究对象,验证了四种关键能力构建的必要性,并发现风险管理能力的不可或缺性。研究表明,我国制造企业需要以实物产品为载体提供面向客户问题的集成解决方案,五种关键能力可有效支撑制造企业服务化转型升级。

Manufacturing enterprises need to build new capabilities which suitable with servitization to provide customers with integrated solution for avoiding "service paradox" and achieving value co-creation. Taking the consideration of the “double identity” of the Chinese manufacturing industry, this paper defines the connotations and characteristics of the integrated solution, besides, puts forward the key capabilities based on the analysis of integration solution generation process within the aspect of inter-enterprise provision and network integration such as customer relationship capability, manufacturing capability, service innovation capability and network collaboration capability. Finally, verifies the need for four key capabilities and finding the indispensable of the risk management capacity through the case of Shanxi blower group. The result shows: Chinese manufacturing enterprises need to provide customer-oriented integrated solutions with the carrier of physical products, and the construction of five key capabilities can form effective support for its implementation of servitization.

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国家自然科学基金项目 “服务型制造企业服务衍生机制设计及其边界识别研究” 71472077