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制造商的传统使命很明确:把人力、工艺流程和设备结合起来,然后把原材料变为产品再出售。然而,过去几十年来,这一简单概念已经发生变化,把我们过去一直认为是经济中相互独立的两个主要部分拉到了一起。对于那些追求客户满意度、竞争力和可持续收益的制造商而言,简单地生产和销售实体产品已经不够了。如今,为了建立和保护客户群与赢利品种,服务的作用十分关键。制造业发现自己正在转向一种新的行事方式:“服务化”。
The traditional mission of the manufacturer is very clear: the combination of manpower, process and equipment, and then the raw materials into products for sale. However, this simple concept has changed over the past few decades by bringing together the two main parts of what we have always thought were independent of one another in the economy. For manufacturers who pursue customer satisfaction, competitiveness and sustainable returns, simply producing and selling physical products is not enough. Today, the role of service is crucial to establishing and protecting a customer base and profitability. Manufacturing finds itself moving to a new way of doing business: “service.”