Study On The Service Model For The Consumer-oriented Manufacturing

With the simultaneous development of global manufacturing enterprises, products are more homogeneous. Companies are no longer only concerned with the products, but increasingly recognize the importance of “customer satisfaction”. At the same time manufacturing industry is faced with issues such as low labor added value, large resource consumption, low innovation, and in the low-end chain. Product alone has been difficult to maintain its competitive advantage, so more and more manufacturing companies enhance competitive advantages by providing services and view service as an important source of its value——“service manufacturing” has become a significant trend of the manufacturing sector in the world today.Consumers demand more and more diversified and personalized, and consumers are no longer just concerned about the quality of products purchased; they are also concerned with all aspects of product-related services. Enterprises are forced by competitive situation to gradually be aware of the need of customers to meet their demands, providing more than customers’ expectations of services so that obtain corporate profits.However, the process of manufacturing services is not always easy, the “service paradox” phenomenon can also take place, that some companies in the business area invest heavily to expand its services, but the service does not necessarily bring about a corresponding high income. Practice has proved that when the transition to a serviceoriented manufacturing enterprises, although can bring more revenue and enhance the status of the value chain, it also faces enormous risk brought about various adjustment aspects. So how to scientifically evaluate the maturity of manufacturing services, and guide enterprises along the controllable service development path becomes particularly important.This article makes the study based on the consumer-oriented manufacturing sector as the research object, focus on the content of consumer-oriented manufacturing services and capability maturity model, and build an evaluation system of consumer-oriented manufacturing service maturity. Divided the maturity of manufacturing services for consumers into five grades according the concept of the CMM, and proposed the corresponding evaluation standard, which can help the enterprises to evaluate their services maturity. The main research contents are:(1)On the basis of the research of documents and integration of correlatives theory, this paper analyzes the connotation of manufacturing services and manufacturing services of maturity, and gives the components of consumer-oriented manufacturing services maturity combined with an exploratory case study: breadth of service, depth of service, service-oriented manufacturing network level( degree of customer participation,relationships with customers, relationships with suppliers), organizational service level(organizational culture, service development process), and individual service level.(2)The capability maturity model is introduced into this paper, and the maturity of the consumer-oriented manufacturing services is divided into five grades: initial level, low capacity level, maturity level, advanced maturity level and continuous improvement level. Each expert gives his judgments of the evaluation index according the corresponding standard through the questionnaire, and fuzzy AHP is used to give a comprehensive evaluation, at last the level maturity of the consumer-oriented manufacturing services can be determined.(3)Based on the analysis of the theory in this paper, took the enterprise which under the model of the service manufacturing as an example,gave a comprehensive evaluation of its service maturity.