• 한국과학예술포럼
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• 제19권
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• pp.259-267
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• 2015

Product-Service Systems (PSS) has drawn significant attention since it can effectively address diverse values of consumers by integrating products and services. PSS has been defined as a system of products, services, supporting networks and infrastructure that is designed to satisfy customer needs and to generate values. Manufacturing companies can accomplish business innovation by devising new service elements and providing PSSs starting from their products. Such new efforts are called manufacturing servitization. With analysis of the company's business contexts, diverse strategies could be set for servitization. Services could be developed so that their product functions can be supported. On the other hand, new services could be devised to drive active emotional values of their customers in a broadly related manner with their products. In this way, different servitization strategies in service space could be employed. In this paper, the product-service integration spaces for comparison of product-service systems in manufacturing servitization is briefly sketched. Various issue spaces, termed dimensions, would be used including service space, customer space, value space and business model space. Diverse PSS cases, including well-known PSSs and brand new PSSs, will be classified and compared to demonstrate the product-service integration spaces.

• 서비스연구
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• 제1권1호
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• pp.1-27
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• 2011

서비스화(Servitization)가 진행됨에 따라 제품에서 서비스가 차지하는 비중과 중요성이 높아지고 있으며, 이러한 현상은 급속하게 변화하는 경영환경 속에서 지속되고 있다. 본 연구는 서비스화에 대한 문헌연구를 통하여 서비스화에 대한 이론적 배경과 연구동향을 살펴보고, 제품 서비스화(prodcut servitization)의 관점에서 기업의 서비스화를 이해하기 위하여 확장된 서비스화 개념적 모형(framework)을 제시하였다. 이 개념적 구성은 서비스 경쟁전략(Competitive Strategy), 제품-지식-서비스 통합시스템(PSKS: Product-Service-Knowledge System), 가치사슬(Value Chain), 서비스화 구성(Configuration)으로 연결되어 있고, 이 개념적 모형을 통하여 서비스화 이론을 뒷받침하는 기업 사례연구(Case Study)를 비즈니스 생태계간 협력 관점과 기업의 내재화 관점으로 구분하여 분석을 시도하였다.

• 한국과학예술포럼
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• 제20권
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• pp.159-171
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• 2015

Service elements are added to the product to improve the company it its sales and innovation. The servitization process could take many different routes reflecting various properties of the manufacturing firm and its business contexts. Product-service systems (PSS) design method developed at Sungkyunkwan Universty, Service Design Institute, has been applied to a small furniture manufacturing company to demonstrate the utility of the method and to devise improvements. First, the business context of the company has been analyzed and key values have been identified. A co-creative session has been conducted to develop initial service concepts to drive those key values. The diverse positioning of those service concepts on the scale of service supporting product and service support customer is then developed to plan servitization phases. The specific service concepts are about company-customer relationship building as well as customization and personalization in this case. Initial service concepts are detailed with service blueprint so that prototyping and customer experience evaluation can be done. Business models in different servitization phases are designed. Further prototyping and customer experience evaluation has been done with business strategy improvements. In this paper, the proudct-service systems design method has been reviewed and the specific and real processes of the servitization using design will be described with discussion on the improvement of the method and the enhancement of the business.

• 한국IT서비스학회지
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• 제15권4호
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• pp.111-123
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• 2016

The purpose if this study was to find and investigate effective mediation factors influencing performance of servitization through servitization acceptance activities by means of empirical results. According to the previous researches, two main mediation factors which were related with servitization competencies such as ICT competency of servitization and competency of servitization process were distinguished from lots of competencies which are relying on servitization process. Using a 373 sample data investigated from CEOs, directors and managers of small and medium sized firms in Korea, the structured mediation model was proposed. The measurement for the each variable was accepted for this study when the respondents were revealed to understand the servitization concepts which explained especially company's business moving towards the service specific gravity from selling existing products. The measurement for the each variable reflected that respondents were participating in any sort of servitization type or had intension to be involved with any servitization categories. The mediation hypotheses were tested in the way of analytical measures with the result of strong reliability. According to analysis, two mediators showed positive mediation role and statistically adopted between servitization acceptance activities and servitization performance in the 99% significant level. We confirmed that ICT competency of servitization and competency of servitization process were in the role of positive mediation between servitization acceptance activities and performance of servitization. The total of indirect effects were 0.2546 to support each mediation hypotheses. Tested two mediators were not on the same level. The most affecting mediation element on servitization performance was appeared as competency of servitization process. With the result of this study, we expect that the small and medium sized companies might have servitization business strategies including proper service competencies and mediators through acceptance activities to obtain suitable performance. According to the analysis, Companies which consider product-servitization need to set strategies to reinforce above two competencies.

• 산업경영시스템학회지
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• 제42권1호
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• pp.21-32
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• 2019

The flow of the $4^{th}$ Industrial Revolution calls for the innovation of the traditional business models of the manufacturers. Servitization is a corporate strategy to respond to changes in the business environment. These days, the value that the market demands can be created on the basis of the product-service integration. Thus the manufacturers must pursue the fundamental innovation of the current strategy and business models. It is necessary to create common values with customers through providing product-service integrated offerings beyond the development, production, and delivery. The purpose of this study is to develop the evaluation indicators for selecting suppliers when the manufacturer who offers the value of product-service integration needs to obtain the resources from outside. The case company in this study is the manufacture firm conducting the retail IoT business as a new business. The Delphi method is used to develop the evaluation indicators for selecting suppliers. This study suggests the academic implications providing the perspective of Servitizaiton by using Delphi method, and the practical implications applying the creating value method of Servitization by collecting the opinions from both value providers and value consumers in the process of developing the evaluation indicators.

• 문화기술의 융합
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• 제6권4호
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• pp.15-20
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• 2020

전통적으로 제조업은 원가 절감, 새로운 제품에 대한 연구 및 제조기술 개발 등을 통해 경쟁력을 확보해왔다. 그러나 IT 기술의 눈부신 발전과 기술과 기술, 산업과 산업의 융·복합에 따른 새로운 기술, 산업의 출현은 많은 제조업체들에게 사업의 지속 가능성을 위한 혁신적인 노력을 요구하고 있다. 4차 산업혁명 시대에는 단순한 제품 생산 및 판매 형태로는 예전과 같은 성장을 기대할 수 없다. 특정 분야에서는 제품과 서비스의 구분이 모호해 지고 있고 서비스 업체가 직접 제품을 출시하기도 한다. Servitization, 즉 제조업의 서비스화 전략을 통해 제조업의 가치사슬을 파괴하는 혁신만이 새로운 가치를 창출해 낼 수 있다. Servitization의 기본 개념부터 4차 산업혁명 시대에 제조업체가 직면하고 있는 제조 및 서비스의 패러다임 변화와 향후 전망에 대하여 분석하고 융·복합 시대에 요구되는 Servitization의 전략과 적용 방안, 그리고 이에 대처하기 위한 방법론에 대하여 연구한다.

• 산업경영시스템학회지
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• 제42권2호
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• pp.49-61
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• 2019

As the technological gap amongst manufacturers decreases, the life cycle of products has shortened, and competition accelerates due to the development of technology, incumbent manufacturing companies face growth limitations. In order to overcome such business issues, manufacturing companies are increasingly interested in changes in business models and innovations, especially in the direction of providing services where they can maintain the competitive advantage of their products. In such context, this empirical study examines managerial leadership, differentiation strategies, and products and services pricing as 'servitization factors', which can be driving forces for moving into a new era of growth for Korean SMEs, focusing on the mediating effects of servitization competency. The results are as follows : First, it was confirmed that executive leadership, differentiation strategy, and information & communication technology capability have a direct effect on service sales. Second, the process competency, partnership competency, and ICT competency, which are presented as the service competence of SMEs, were found to play an important role in inducing service sales in managerial leadership, differentiation strategy, product and services pricing. It also emphasized the role of the public policy such as helping to foster SMEs as key partners in the expansion of social facilities and establishing platforms through ICT and data utilization for the convergence of manufacturing services.

• 한국과학예술포럼
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• 제20권
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• pp.135-146
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• 2015

The purpose of this research is to highlight the importance of customer experience relating to servitization of manufacturing and to develop an index to analyze customer experience management. It occurred that customer experience management analysis should perform in diverse dimensions to get higher customer satisfaction. Following to this idea, new idex is designed : CEMC(Customer Experience Management Competency scale). CEMC includes three parties which are internal expert, external expert and customer, as evaluators of the appraisal. Each evaluator participates in the inspection about customer experience management through a questionnaire which composed four sections : Product and service, Business process, Culture and Asset. Researchers apply this index to one small manufacturing business and analyze the state of customer experience management. The result would be a reference for building strategy and align inside organization.

• STI Policy Review
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• 제3권2호
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• pp.111-129
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• 2012

The integration of products and services is being expanded in both manufacturing and service companies such as in Apple's iPod & iTunes, Amazon's Kindle, and Hyundai Motor Company's Mozen. This phenomenon has recently accelerated due to multiple factors including market change, lessening of differences in quality of products or services, the paradigm of participation and sharing, and deindustrialization and evolution toward becoming a service economy. The objective of this paper is to investigate and analyze the status and characteristics of integration of products and services in Korean firms and to suggest policy directions promoting this integration. Towards this purpose, income statements from the Korea Listed Companies Association (KLCA) database of companies listed on the Korea Stock Exchange are analyzed regarding the servitization of manufacturing firms as well as the productization of service firms. In addition, this research investigates the Korean Innovation Survey 2011 database for the service sector and 2010 database for the manufacturing sector in order to evaluate R&D activity in each. In the manufacturing sector, the average ratio of service sales (servitization) was low at 0.208, with bias in the level and distribution of ratios associated with the manufacturing sector. 18 out of a total of 23 sectors (78%) have low servitization, showing there's a long way to go for servitization in the Korean manufacturing sector. In the service sector, the average ratio of product sales (productization) was 9.53%, which is relatively high compared to that of the manufacturing sector. However, the distribution of ratios is also biased, as with the manufacturing sector. Based on this analysis, policy directions are proposed in terms of 1) R&D, 2) concept boost, 3) R&D result spread, 4) statistics, 5) infrastructure and 6) green growth.

• 한국전자거래학회지
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• 제16권1호
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• pp.117-131
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• 2011

현대 제조기업들은 효율성이 높은 제품의 생산 활동만으로는 시장에서 차별성을 얻기 어렵다는 것을 이해하고 있다. 이에 과부화 된 시장에서 제품에 서비스를 부가함으로써 또 다른 가치를 창출하여 경쟁우위를 가지려고 노력하고 있다. 하지만 서비스화의 유형과 그 방법의 다양성, 서비스 영역의 선정, 고객의 요구 사항을 반영한 서비스화 전략 개발, 기업의 조직적 변화 등에 대한 고려가 필요하기 때문에 제조기업의 서비스화는 풀어가야 할 많은 문제가 존재한다. 본 연구는 탐구적 연구로서 심층 사례 분석을 통하여 서비스화의 과정에 대해 관찰하고, 이에 대한 기업의 대응 방안에 초점을 맞추어 그 시사점을 도출해 보는데 그 목적이 있다. 본 연구를 통해 도출된 조직직인 측면에서 이슈는 조직 내의 갈등, 기존 채널과의 갈등, 조직 역량에 대한 문제로 종합되었으며, 실제로 가구 제조기업인 '한샘'의 사례를 통해 서비스업에 맞는 고객상대 비즈니스 프로세스 구축, 기존 대리점 중심 유통 채널 혁신 시도, 새로운 모델실행을 위한 인적 자원 마련 등의 구체적인 해결방안이 제시되었다.