服務(wù)運(yùn)作管理整合的視角servicemanagement-資料下載頁
2025-10-07 11:26本頁面
【正文】 8 ? Many manufacturers only have limited petitive advantage in terms of their goods. Goods are rather easy to copy。 patents often give only limited protection against copying. ? Goods are being more and more alike in terms of their quality and performance. 29 ? Manufacturers are finding it difficult to differentiate themselves from their petitors on the strength of the goods alone, and thus have to find their source of differentiation elsewhere. 30 MAKING THE TRANSITION ? Setting up customer information systems ? Organizing the service delivery system ? Putting the right skills in place ? The virtual factory? 31 ? Describe the three stages (from goods to a bundle of goods and services) at ABB ? ? What are the driving forces behind servitization at ABB ? ? Concerning the anisation of the service delivery system – How did ABB change the service delivery system ? – What was finally the relationship between the services and goods of ABB ? – Describe how ABB has introduced its service concept of ‘worldwide expert in maintenance’. ? What is the advantage for the customer ? Case ABB – discussion questions 32 The ABB Service Concept Customerfocused Applicationdriven Asset driven Workshopbased Peopledriven Full Service Process Service System Service Component Service General Service
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