Research On H Company's Product Service Supply Chain Business Process Optimization Under Customer Participation

In recent years,the service-oriented manufacturing model has effectively alleviated the conflict between customer personalization demand and product market homogenization,and the "manufacturing + service" integration model has been imitated by many manufacturing enterprises.Under the trend of service-oriented manufacturing,the supply chain formed among enterprises is changing to product service supply chain because of service embeddedness and customer participation.Under the operation mode of product service supply chain,effective customer participation has the advantages of clarifying customer problems,enhancing customer experience and promoting differentiated service provision.However,due to the inherent nature of service and the randomness of customer participation,improper customer participation will cause the waste of limited resources and the increase of service cost.Therefore,it is of theoretical and practical significance to study the optimization of the business process of the product service supply chain in the situation of customer participation for the implementation of service transformation and close cooperation between upstream and downstream enterprises in the supply chain.Based on the theory of product service supply chain,business process optimization and related literature,combined with the analysis of company H's service-oriented manufacturing practice cases,this study outlines the business process of product service supply chain in the situation of customer participation;and proposes to define the customer participation behavior from the depth and breadth of two-dimensional,with the help of service blueprint,the back-end activities and customers in the manufacturing process the front-end activities involved are separated from each other.According to the depth of customer participation,company H's product service supply chain business process is divided into three types: customer participation in after-sales,manufacturing and R & D.Finally,using stochastic Petri net and association matrix optimization algorithm to analyze the process of customer participation in different levels Through coordinating the depth and breadth of participation,the business processes of three kinds of product service supply chain are optimized respectively.Through the in-depth analysis of the research problems,the following conclusions are drawn:(1)The deep participation of customers tends to approach the front-end of enterprise value creation,which is conducive to fully tap the explicit and invisible needs of customers and improve the accuracy of customer problem solving.The broad participation of customers can derive a variety of product service portfolio,which is conducive to carrying the personalized demands of the whole product life cycle and shortening the system response time.(2)Only when the transition stage of service-oriented manufacturing matches with the degree of customer participation can the advantage of customer participation be demonstrated.The lack of customer participation will lead to the mismatch between the prediction scheme and the actual problems,the decrease of customer satisfaction and other problems.If the customer participation is too high,it will lead to system disorder,the increase of service cost,the low efficiency of enterprise operation and other problems.(3)From the perspective of customer participation,considering the limited internal resources of manufacturing enterprises and the confidentiality of enterprise know-how,it is feasible to reorganize and optimize the process activities of customer participation to achieve the balance between the depth and breadth of customer participation,so as to improve the performance of product service supply chain.This study analyzes the impact of customer participation on the business process of product service supply chain,which helps to guide manufacturing enterprises to reasonably guide customer participation according to their own service transformation stage,and realize the optimization of the business process of product service supply chain.