服务转型背景下制造企业知识管理架构与流程研究

A Study on Knowledge Management Framework and Process of Manufacturing Enterprises in the Context of Service Transition

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。

Abstract:

China manufacturers’ service transition is the inevitable result of international industrial competition. The practice proved manufacturers’ service transition road is full of thorns. Many manufacturers’ service innovation modes are at random. Excessive complexity of service results in poor performance. The process of manufacturers’ service transition is also knowledge reconstruction process. Knowledge management plays a key role in the service transition process. Firstly, the main characteristics of current “transition syndrome” are summarized. Combined with the actual cases, the structure and process of service knowledge management are discussed. The output mode of creative knowledge, business model knowledge and process knowledge are analyzed. The research shows that it has great practical significance to establish service knowledge management system conforming to transition development path and covering different stages of development of service transition.