制造商如何开发有效的客户解决方案?

为获取竞争优势与优异绩效,制造商逐渐由"以产品为中心"向"以服务为中心"转变,努力为客户提供解决方案。然而,现有研究未能从微观视角,对制造商如何开发客户解决方案的过程予以系统分析,也未探究其中的机制。因此,本研究对4家制造商开发不同类别解决方案的历程进行分析,以期发现制造商开发客户解决方案过程中蕴含的机制。研究发现:制造商开发有效的客户解决方案是一个复杂的动态过程,需要识别并捕获服务机会,重构配置服务资源,而成功的关键在于企业能否通过微观基础提升其动态能力,进而实现其服务能力的提升;然而,为了开发不同类别的客户解决方案,制造商会基于相同的微观基础,采取侧重点和方向性不同的行为举措,进而提升企业不同类别的动态能力与服务能力。     

服务供应链战略互动与协同价值对合法性的影响

基于能力观和制度合法性等理论,运用实证研究的方法验证服务供应链中服务集成商与客户企业之间的战略互动关系以及集成服务和产品服务价值实现对伙伴关系合法性的作用.基于资源依赖理论和服务供应链理论阐述服务集成商与客户企业的战略互动、协同价值实现和伙伴关系合法性,并在此基础上提出三者之间的关系,即战略互动对伙伴关系合法性的影响以及协同价值实现的不同表现,特别是集成服务对以上路径的中介作用.研究结果表明,服务集成商与客户企业之间的战略互动是影响服务供应链上下游企业产生伙伴关系合法性的显著因素,尤其是服务集成商的集成服务价值实现是伙伴关系合法性形成的关键中介变量,而产品服务的价值实现并不能推动服务集成商与客户企业之间的关系合法性.     

制造企业服务业务扩展及其认知因素研究

制造企业的竞争越来越激烈,几乎所有的企业都要面对快速反应多变市场和应对价格压力的要求,面对越来越小的产品利润空间和越来越复杂的客户需求,本文从对工业服务管理文献分析和制造企业的调查研究入手,揭示了制造企业从纯粹的产品生产者向客户支持方案提供者发展的转移趋势.通过对瑞士和德国30多家机器和设备制造企业进行的调查研究,说明了服务业务对制造企业在开发财务、营销和战略机会上的重要作用,并对转移过程中服务业务的扩展过程进行了总结.结合具体企业实践,本文对制约制造企业扩展服务业务中在管理动机上的认知因素进行了分析和研究.结合中国加入WTO后,中国制造企业将全面融入国际竞争的背景,本文期望对中国制造企业的发展和竞争地位的提高提供理论和实践上的指导.     

产品资源可重用的管理体系

当前，国内企业面临的市场变化日趋复杂，企业面临的市场竞争也日益激烈。产品资源可重用的管理体系使企业在产品开发设计阶段，通过系统的观点，以知识管理为核心，利用计算机集成制造、精益生产、合理化工程、并行工程等先进制造技术，用整体优化的方法，科学合理地对产品资源（包括技术资源和市场资源）进行重组，它的目的是帮助企业通过快速的产品交货期、较低的价格、较高的产品质量、为客户提供满意的增值服务来满足多变的市场需求，从而保持、提升自己的竞争优势。     

客户关怀构成因素与关系质量的影响研究

新技术和产品同质化使企业从传统的产品竞争和服务竞争发展到客户资源的竞争,争夺并维系客户很大程度上决定了企业的利润和发展前景。基于对顾客价值和客户关怀等理论的文献回顾和梳理,提出客户关怀概念和构成因素,构建客户关怀对关系质量的影响模型,选取全球通客户进行抽样调查和实证分析。研究结果表明,客户关怀的四要素与关系质量的三要素之间均存在正向影响,其中社会价值对关系质量的总体影响最大,知识价值对关系质量的总体影响最小,回馈价值和移情价值对关系质量的总体影响处于中等程度。     

数字化转型能降低企业对大客户的依赖吗?

高度依赖少数大客户会提高企业经营风险,降低企业绩效。那么,企业能否通过数字化转型来重塑企业与客户的关系,以降低对少数大客户的依赖呢？本研究利用文本挖掘技术构造了企业数字化转型指数,基于中国制造业上市企业数据的分析发现：数字化转型能提升企业感知客户需求、获取和维系客户以及为大范围和多样化客户提供产品和服务的能力,有助于拓宽客户基础,从而降低企业对少数大客户的依赖。数字化转型对大客户依赖度的影响与产品特征有关：产品标准化程度越低、创新程度和需求不确定性越高,数字化转型越有助于降低大客户依赖度。本研究从数字化转型视角揭示了企业大客户依赖度的成因,弥补了现有研究对大客户依赖度的前因研究不足的局限,对企业通过数字化转型降低大客户依赖度有实践启示。     

数据挖掘技术在客户分类管理中的应用

本文从数据挖掘技术在客户关系管理中的应用入手,分析了客户分类的必要性,研究了客户分类的数据挖掘系统架构。通过对客户进行分类,获取有助于企业营销决策的大量有价值的信息,使企业能及时、准确掌握客户资源及变化趋势,有效地对客户资源进行管理,赢得更多客户,从而获得竞争优势。     

服务企业跨国营销活动的集中和协调策略:基于产品相关和非产品相关营销活动的划分研究

本文以服务企业为研究对象,基于决策制定和执行的视角探讨了不同类型的服务营销活动在国际市场的配置策略(集中、协调)对竞争优势的影响关系,并借助获取的220家服务企业样本作了结构方程模型检验。研究发现:(1)非产品相关营销决策的集中化显著负向影响企业的竞争优势,而产品相关营销决策的集中化对竞争优势不存在显著影响;(2)产品相关营销活动的协调程度显著正向影响竞争优势,而非产品相关营销活动的协调程度与竞争优势之间的关系不显著。上述结论有助于指导中国服务企业在国际市场合理规划营销活动、建立国际竞争优势。     

分散还是集中：客户集中度与企业绩效

维护与主要客户的关系是企业获取竞争优势和高额利润的重要来源之一,然而针对少数主要客户的财务依赖与资源分配可能会导致企业整体绩效的次优结果。本文利用2008—2017年期间沪深两市A股上市企业相关数据,实证检验了客户集中度与企业绩效之间的关系及企业内、外部因素对两者关系的潜在作用机理。研究结果表明：客户集中度对企业绩效具有负向影响;关系资产专用性投资和行业竞争度均加剧了客户集中度对企业绩效的不利影响;通过将上市企业按照所有权性质划分为国有与非国有企业,研究进一步发现,客户集中度对非国有企业绩效的不良影响显著高于国有企业。研究结论为企业实施客户关系管理以及资源配置决策提供了理论杠杆和实践参考。     

浅议如何发挥ERP在集团公司管理中的作用

众所周知,企业集团的业务范围涉及多个行业,所属企业多分布区域广,业务收支量大,资金形态、经营方式多样化等特点。加之企业内资本置变,属性更换,以及种种不确定因素所导致的变化,可谓瞬息万变,集团企业管理高度复杂。那么,如何既能迅速把握并实现集团企业复杂而迫切的信息化需求,又能迅速实现并为集团企业权属关系不断变化的不确定性以及未来对管理的新需求留有余地？ERP将帮助集团企业实现。集团企业通过ERP信息系统的应用,大面积进行市场信息的收集、分类、整理、分析,确定客户购买偏好,区别竞争产品,获得差异化竞争优势和效率优势。     

Business intelligence and analytics value creation in Industry 4.0: a multiple case study in manufacturing medium enterprises

Abstract

Medium enterprises (MEs) form a majority of enterprises in several regions, yet they are underrepresented in the literature. The digital transformation known as Industry 4.0 (I4.0) brings new data streams into enterprises. MEs and large enterprises will both leverage business intelligence and analytics (BI&A) to improve their business performance, so the study of the conditions favouring value creation of BI&A is of interest. However, there are few studies focusing on the impact of business intelligence and analytics (BI&A) on value creation in I4.0 and none focusing on MEs. Using a multiple case-study design, this paper explores factors linked to BI&A business value creation in manufacturing MEs that are undergoing an I4.0 transformation. Findings suggest enterprises resources and capabilities are not sufficient to predict business value: organizational learning and organizational culture have a non-negligible influence for MEs.     

PSS business model conceptualization and application*

The discussion about business models has gained considerable attention in the last decade. Business model frameworks have been developed in the literature as management methods helping companies to comprehend and analyse their current business logic and guide the deployment of new strategies. In response to calls for a deeper understanding of the application of a business model approach to product-service systems (PSS), this study develops a two-level hierarchical framework that (i) includes a set of components with pertinent, second-order variables to take into account when undergoing the shift from products to solutions; (ii) supports industrial companies, especially SMEs, in designing their future business model and in consistently planning the actions needed to implement it. The framework was applied and refined within real-life settings. The application to KINE – a robot solutions supplier – shows how key challenges faced by servitization firms may be thoroughly addressed through the adoption of a business model perspective.     

Regional integration and the regional risk paradox

How does regional economic integration affect the risk exposure of multinational enterprises (MNEs)? Investigating firm regionalization patterns, I uncover evidence of the regional risk paradox: as MNEs regionalize to exploit the lower risk environment offered by regional economic integration initiatives, they ultimately increase their regional risk exposure by deepening their commitment and embeddedness in regional business networks. Informed by the Theory of the Regional Multinationals and by theories of regional integration, I employ a social network lens to investigate the evolving structure of business relationships in regions governed by different regional integration frameworks. I then explore the implications of these evolving relationship network structures on the transformation of regional business risk. I find that moderately integrated regions lower transaction costs to moderately low levels, thus encouraging moderate MNE regionalization. This leads to moderate MNE embeddedness in loosely coupled regional business networks and a moderate increase in regional risk. By contrast, deeply integrated regions lower regional administrative distance to very low levels and encourage intense MNE regionalization. This leads to deep MNE embeddedness in tightly coupled regional business networks and a significant increase in regional risk.     

The role of absorptive capacity and innovation strategy in the design of industry 4.0 business Models - A comparison between SMEs and large enterprises

Technological innovations often lead to redesigns in the business models of established companies, requiring them to incorporate new external knowledge into internal activities. Against this background, this study integrates the concepts of business model design, absorptive capacity, and innovation strategy into a novel research model, which analyzes the redesign of established business models in response to the emergence of Industry 4.0. Industry 4.0, also known as the Industrial Internet of Things, constitutes a contemporary research context that is highly relevant for corporate practice but scarcely regarded in management literature until now. The article contains an analysis of data from 221 German industrial enterprises, conducted through structural equation modeling, with separate data for small and medium-sized enterprises (SMEs) and large enterprises. First, the results indicate that the acquisition, assimilation, transformation, and exploitation of knowledge from the environment enable companies to engage in both exploratory and exploitative innovation strategies. Furthermore, the paper includes an evaluation of the role of exploratory and exploitative innovation strategies that reflects in efficiency-centered and novelty-centered business model designs. The distinct characteristics differentiating SMEs from large enterprises are also explained. The implications of absorptive capacity on innovation strategies, which influence the redesign of extant business models, are discussed from a research and managerial perspective.     

Visual extended enterprise engineering and operation-embedding knowledge management and work execution

This paper describes a new approach to extended enterprise engineering and operation-embedding knowledge management and work-tops for work execution. The approach is based on web technologies and a new technology we call active knowledge models (AKM). By developing and using AKMs of extended enterprises, most methodologies, work environments and business solutions will converge. Enterprises will be integrated by externalized shareable knowledge. During forming and managing of extended enterprises, knowledgesharing infrastructures and the process of generating operational solutions will be simplified and facilitated. Extended enterprises will be engineered and managed as reflective, selfadapting AKMs. By using process-oriented methods to externalize internal and tacit knowledge, the AKM technology provides an environment of work-tops and views to produce, share, cultivate and manage situated knowledge. This knowledge will be applied and managed as competences and skills, and as improved methods. AKMs let us benefit from the intrinsic properties of knowledge. They facilitate convergence of methodologies and integration of technologies.     

解决方案研究述评

20世纪90年代以来,解决方案在实践中得到了飞速发展,理论界也给予了广泛关注。本文从解决方案的内涵、解决方案的前置因素、解决方案供应商的能力要素、基于解决方案供应商的转型四个方面系统回顾了过去十几年来解决方案理论研究的最新进展,并指出该领域现有研究存在的主要不足以及未来的研究方向。     

Integrating risk and performance management in quality management systems for the development of complex bespoke systems (CBSs)

Abstract

Risk and performance management are at the core of complex bespoke systems (CBSs). CBSs are developed to customer–specified requirements in terms of structure, functionality and conformance. This article examines how risk and performance management are integrated as essential systems in the successful development of projects across multi-organizational functions in complex bespoke system (CBS) organizations. The article argues for the development of a quality management system that consists of two sub-processes: quality control and quality development. Using three case studies from engineering companies, we provide evidence and insights of the way change control, quality development and quality performance are developed in innovating business solutions.     

Revitalizing the MBA for the New Millennium: A Collaborative Action Research Approach

Business schools are facing increased competition due to information technology innovations and customer dissatisfaction. In response, business schools are turning to a variety of solutions, such as team teaching, integrated curricula, and distance learning. This article presents the results of a collaborative action research project initiated by one business school faced with the need to revitalize its MBA program. The faculty engaged in this project learned much about the challenges of teaching an integrative course and the constancy of change. We share our conclusions and recommendations about an integrated curriculum, distance learning, adult learning, team teaching, revisions in program duration and structure, as well as advice on the necessary administrative support and compensation for business schools contemplating such changes. This revised version was published online in July 2006 with corrections to the Cover Date.     

促使跨国公司在东道国从事腐败行为的因素分析——基于新兴市场国家的数据

以国际商务的视角研究跨国公司在东道国的腐败行为首先就要确定哪些因素会促使跨国公司在东道国从事腐败,本研究确定了子公司自身三类因素:制度结构因素、市场导向因素与组织能力因素会对子公司腐败行为产生影响;还考察了腐败程度与组织绩效间的关系。选取新兴市场国家178家跨国公司子公司作为样本,运用结构方程分析方法,本研究结论表明子公司制度结构因素中的外资持股比例与东道国市场经验、组织能力因素中的产品质量与组织层面腐败程度存在负相关关系,市场导向因素中的产品出口比例与组织层面腐败程度存在正相关关系;还表明组织层面腐败的确会降低子公司绩效。