Developing a maturity model for digital servitization in manufacturing firms
Journal
International Joint Conference on Industrial Engineering and Operations Management (IJCIEOM)
ISBN
978-3-030-43615-5
Type
conference paper
Date Issued
2020-03-21
Author(s)
Research Team
IWI6
Abstract
In today’s rapidly changing markets, manufacturing firms are increasingly challenged by the convergence of digital technologies and servitization, which is defined as Digital Servitization. Enterprises struggle to grasp this phenomenon’s vision, constantly facing pressures to obtain and retain competitive advantage, inventing and reinventing new products and services, reducing costs and time to market, and enhancing quality at the same time. They need to define improvement actions to be taken to navigate through the transformation process and prioritize between different activities. Prior research has highlighted the importance of how to proceed into this transformation, however less emphasis has been put on suggesting suitable activities that fit the organization’s current status and future goals. To overcome this challenge, we propose a maturity model for digital servitization that serves as an assessment tool. Based on a literature review and qualitative expert interviews, this study proposes a maturity model that allows a holistic view on the areas affected by digital servitization. The model consists of four dimensions, strategy, business processes, customer experience, organization and culture that consist of a requirements list with 13 indicators. The contribution of this study enables practitioners to diagnose and assess their activities with the digital servitization transformation.
Language
English
Keywords
digital servitization
digitalization
maturity model
service services
HSG Classification
contribution to scientific community
Publisher
Springer
Publisher place
Cham, Germany
Start page
413
End page
425
Event Title
International Joint Conference on Industrial Engineering and Operations Management (IJCIEOM)
Event Location
Novi Sad, Serbia
Event Date
15-17 July 2019
Subject(s)
Division(s)
Eprints ID
263165
File(s)![Thumbnail Image]()
Name
JML_826.pdf
Size
345.46 KB
Format
Adobe PDF
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