ICIEOM2020_FULL_0006_37204
DIGITAL PRODUCT-SERVICE SYSTEMS: A DIGITAL CAPABILITIES APPROACH
ÁREA: 06. Strategy and Organizational Engineering
RESUMO:
The servitization of industrial offers in addition to the increased digitization in current industry enabled the development of Digital Product-Service Systems (DPSS). In this type of offer, manufacturing companies that seek to deliver digitized solutions must develop managerial and digital capabilities to provide value to customers. Thus, our study analyzes the necessary digital capabilities based on a systematic literature review conducted with 59 articles that report 70 DPSS cases. Based on a literature classification that divides the services offered into Base, Intermediate and Advanced, we identified that Base services demand is focused on maintenance solutions demanding Monitoring, Control and Remote Access and Services capabilities. Intermediate services demand more technology capabilities to deliver complex service contracts, such as data analytics, customer operation optimization and customization of the solution offered. Finally, Advanced services demand a broad set of technology capabilities as the provider must enable cost guarantees and even manage the operation entirely, relying more on the technology employed. Thus, our article provides guidelines for DPSS providers as we show the necessary capabilities, enabling a more accurate offer with increased value to customers.
PALAVRAS-CHAVE:
digital servitization, product-service system, industrial services, capabilities.
DOI: 10.14488/ijcieom2020_full_0006_37204
RESUMO:
The servitization of industrial offers in addition to the increased digitization in current industry enabled the development of Digital Product-Service Systems (DPSS). In this type of offer, manufacturing companies that seek to deliver digitized solutions must develop managerial and digital capabilities to provide value to customers. Thus, our study analyzes the necessary digital capabilities based on a systematic literature review conducted with 59 articles that report 70 DPSS cases. Based on a literature classification that divides the services offered into Base, Intermediate and Advanced, we identified that Base services demand is focused on maintenance solutions demanding Monitoring, Control and Remote Access and Services capabilities. Intermediate services demand more technology capabilities to deliver complex service contracts, such as data analytics, customer operation optimization and customization of the solution offered. Finally, Advanced services demand a broad set of technology capabilities as the provider must enable cost guarantees and even manage the operation entirely, relying more on the technology employed. Thus, our article provides guidelines for DPSS providers as we show the necessary capabilities, enabling a more accurate offer with increased value to customers.
PALAVRAS-CHAVE:
digital servitization, product-service system, industrial services, capabilities.
DOI: 10.14488/ijcieom2020_full_0006_37204
AUTORES:
ÉRICO MARCON
UNIVERSIDADE FEDERAL DO RIO GRANDE DO SUL
ARTHUR MARCON
UNIVERSIDADE FEDERAL DO RIO GRANDE DO SUL
NéSTOR FABIáN AYALA
UNIVERSIDADE FEDERAL DO RIO GRANDE DO SUL
ALEJANDRO GERMáN FRANK
UNIVERSIDADE FEDERAL DO RIO GRANDE DO SUL
ÉRICO MARCON
UNIVERSIDADE FEDERAL DO RIO GRANDE DO SUL
ARTHUR MARCON
UNIVERSIDADE FEDERAL DO RIO GRANDE DO SUL
NéSTOR FABIáN AYALA
UNIVERSIDADE FEDERAL DO RIO GRANDE DO SUL
ALEJANDRO GERMáN FRANK
UNIVERSIDADE FEDERAL DO RIO GRANDE DO SUL
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