The Research On Business Collaborative Technology Supporting Service Lifecycle Strategy Management

The traditional manufacturing value chain has been expanded and extended, and the division of labor in the manufacturing industry has been refined. The degree of integration of the development of manufacturing and services continued to deepen.The manufacturing industry’s value chain is moving from product-centric to service-centric.Service is increasingly becoming high-end manufacturing industry value chain,production-oriented manufacturing to service-oriented manufacturing transformation has become an important trend in the development of the world’s manufacturing industry. At present, there are still many problems in the business cooperation management of service life cycle,such as:service business mostly initiated by service providers lack customers to participate in,manufacturing enterprises regard after-sales service as costs and losses,after-sales service to stay in the passive repair stage lack of active service,service business homogenization in a serious condition,there are no differentiated services,Information island is everywhere and so on. In response to the above problems,this thesis proposes a service business collaboration scheme based on customer value,reconstruction of customer value as the center value chain,to achieve the purpose of supporting the service life cycle strategic management.Based on customer value as the center of business service features and customer value theory,this thesis defines the customer value level,and extract the factors that affect the customer’s current value and potential value based on the service business resource library,,and then put forward the customer value analysis model,finally use the multi-classification support vector machine to classify different customer groups.Through the customer value classification, the service enterprise group can identify the customer value level and provide differentiated services. Through the combination of traditional service business modules whith active service, information feedback service, production support service, service life cycle business data analysis and other modules,the thesis achieves the closed-loop service life cycle with business flow and information flow,and achieves a service business system from customer initiation to customer termination. Achieve the initial realization of the purpose of support services life-cycle strategic management based on customer value strategy management.Finally, this thesis elaborates the design and implementation details of the service service coordination system which supports the service life cycle strategic management, including the development environment, development tools, and the implementation of the main function modules.