Research On Life Cycle Service Quality Evaluation Of Service-oriented Manufacturing Of XJ Company

In the era of rapid development of informatization and digitization,the manufacturing industry presents an obvious service-oriented transformation trend,and gradually forms a state of integration of manufacturing industry and service industry,which promotes the industrial upgrading of the global manufacturing industry.Under the service-oriented manufacturing mode,product service integration is gradually formed,and the service quality largely determines the future development trend of the enterprise.If XJ company wants to go further and further on the road of service-oriented transformation and upgrading,it is necessary to improve the service quality and innovate and develop.Taking XJ company as the research object and the service quality of service-oriented manufacturing life cycle as the research content,this paper makes an empirical analysis on the service quality of XJ company’s service-oriented manufacturing life cycle by comprehensively using analytic hierarchy process,SERVQUAL-IPA evaluation method and fuzzy comprehensive evaluation method,summarizes and puts forward countermeasures and suggestions for improving the service quality,and then accelerate the transformation and upgrading of XJ company’s service-oriented manufacturing.Firstly,it defines the concepts of service,service quality,service-oriented manufacturing and life cycle management,and sorts out the relevant literature at home and abroad.Secondly,it analyzes the service-oriented manufacturing life cycle management mode of XJ company and the related services of life cycle.Then,using the service quality gap theory,SERVQUAL model and relevant theories of product service integration,the index system of service quality evaluation in the whole life cycle of service-oriented manufacturing of XJ company is determined,including 2 first-class indexes,8 second-class indexes and 26third-class indexes.Then,SERVQUAL-IPA evaluation method and fuzzy comprehensive evaluation method are used to evaluate and analyze the service quality of XJ company’s service-oriented manufacturing life cycle.The results show that the whole life cycle service quality of XJ company’s service-oriented manufacturing has not reached the expected level of customers,especially in terms of consistency,timeliness,empathy and tangibility,and there are insufficient training,lack of service facilities,lack of accuracy of product status information,lack of timeliness and efficiency in fault maintenance,lack of guarantee of remote guidance service,lack of consistency between services and products;Finally,it puts forward countermeasures and suggestions based on product,service and product service intergration,and carries out the innovation and development of service-oriented manufacturing through innovating service-oriented manufacturing mode,strengthening the support and guarantee of service-oriented manufacturing,and constructing service-oriented manufacturing ecosystem,so as to accelerate the transformation and upgrading to service-oriented manufacturing.