Research On The After-sales Service Development For Small And Medium-sized Manufacturing Enterprises In The Information System-enabled Environment

With the degree of homogenization of the product,the profit margin of the manufacturing industry is rapidly shrinking,to carry out the transformation of service has become the path of sustained growth for manufacturing industry.However,the service transformation of small and medium-sized manufacturing enterprises in our country is not smooth,either investment is too high and did not produce the expected return,or the face of the high investment.In this paper,the first task of the manufacturing service is to upgrade the after-sales service,so we choose after-sales as the starting point,research on the after-sale service development of small and medium-sized manufacturing enterprises in the information system-enabled environment,and to weigh the capability of after-sales service development.The main research contents of this paper include:(1)literature research.Research on after-sales service development in the field of literature review,because of the scarce research of after-sales services,this paper from the field of new service development,summarizes the development of new service participants,new service development process,new service development driving force,and review related research about the impact of information systems on service development for now.(2)Set up the model of after-sale service development process of small and medium-sized manufacturing enterprises in the information system-enabled environment.By the case study method,selecting the typical representative mode of small and medium-sized manufacturing industry--“hi maintenance” as the example.Through the Internet and existing journals collecting video and text data,we modify the fifteen steps model of new service development(scheuing,1989)by content analysis method,to build the eleven steps model for the medium and small manufacturing industry.We find that: manufacturing enterprise and alliance enterprise construct information system together,manufacturing enterprise as the core enterprise who integrated participants through the mechanism of forcing industry chain and service system,all of the above promote the process of after-sale service development.(3)Weighing of the capability of after-sales service development of small and medium-sized manufacturing enterprises in the information system-enabled environment.Using the method of literature research,establish the capability index of after-sales service,and collect the receipt by the expert scoring method,and compute the weight of the capability by analytic hierarchy process(AHP).The results show that: the enterprise should have six capabilities in the service development process,respectively is business intelligence and market exploration capabilities,service design capabilities,service production capacity,service execution and delivery capabilities,service marketing capabilities,the use of information and integration capabilities,of which the most important capability is business intelligence and market exploration capabilities and the use of information and integration capabilities.Enterprises should focus on the cultivation of these two capabilities.This paper provides reference for the after-sales service development of small and medium sized manufacturing enterprises.