Strategic servitization design method for Industry 4.0-based smart intralogistics and production

Abstract

As to a new smart factory model, the make-to-order (MTO) strategy challenges small and medium-sized manufacturing enterprises. It enables quick response manufacturing (QRM) while responding to diversified, dynamic, and low-volume customer demands. Highly complex products are more common in low-volume than high-volume production, where high-volume production is often linked to simple products. In contrast, low-volume production is often related to customized products. Aiming to face these customized production requirements and accelerate strategic, innovative system design, a novel strategic servitization design model named the “4S” model is proposed. It’s a holistic design method that integrates the SERVQUAL model, the theory of inventive problem solving (TRIZ), and the Kano model to effectively generate design strategies and concepts. Based on 4S, four key design approach phases are integrated: service experience survey, service quality diagnosis, strategic Kano-based design, and servitization system design phases. To demonstrate its feasibility and effectiveness, an example of a “make-to-order smart intralogistics and production system” (MTO-SIPS) is addressed to illustrate the requirement elicitation process. In phase 1, knowledge elicitation by expert interview is conducted. In phase 2, service quality gaps and contradictions are analyzed and eliminated by the extended SERVQUAL model and service TRIZ. New service innovative principles are generated. In phase 3, a kano-based survey is conducted and analyzed to understand customer requirements to determine suitable design strategies and conceptualize new service system functions. In phase 4, an expected servitization system was designed. Then, a maturity assessment was conducted to evaluate industry perceptions to evaluate the service’s acceptance. It is envisaged that this explorative study can offer valuable insights for the service providers who would like to conduct strategic servitization design for Industry 4.0-based smart intralogistics and production.