Framework for the Integration of Service and Technology Strategies

Organised by: Cranfield UniversityAfter sales service is a highly profitable business for manufacturers of technology-driven products. Due to this fact competitors want to share in high profit margins. At the same time after sales business has to deal with an increasing range of variants of products and technologies, shorter life cycles and changing customer demands. In spite of these manifold challenges, often neither after sales departments are involved in the early product development stage nor are customer demands and technical parameters considered in the service development processes entirely. Therefore an integration of service and technology strategies is necessary. This paper presents a framework for this integration that visualises the complex interdependencies and interfaces between service as well as product and motor vehicle workshop technologies.Mori Seiki – The Machine Tool Compan

Probing the position of the Jakarta metropolitan area in global inter-urban networks through the lens of manufacturing firms

This paper presents an analysis of the position of the Jakarta metropolitan area (JMA) in global inter-urban networks. Our starting point is our aim to provide a more nuanced understanding of the JMA’s connectivity in world city networks (WCNs). To this end, we steer clear of top-down approaches, which tend to analyze cities in singular taxonomies of global prominence, and instead propose a framework that is attuned to the JMA’s contexts to provide an alternative and complementary reading of how the JMA has been inserted into the WCN. To this end, by drawing on the interlocking network model, which helps to proxy inter-urban networks based on the multi-locational operations of manufacturing firms, we examine the JMA’s network positionality on the global and national scales. The results provide evidence of the JMA’s global inter-city relations being strongly geared toward East Asian cities. In addition, the results suggest that the JMA cannot be detached from its national geography, as evidenced by its strong connections with cities located on the island of Java

Winning customer loyalty in an automotive company through Six Sigma: a case study

Six Sigma is a disciplined approach to improving product, process and service quality. Since its inception at Motorola in the mid 1980s Six Sigma has evolved significantly and continues to expand to improve process performance, enhance business profitability and increase customer satisfaction. This paper presents an extensive literature review based on the experiences of both academics and practitioners on Six Sigma, followed by the application of the Define, Measure, Analyse, Improve, Control (DMAIC) problem-solving methodology to identify the parameters causing casting defects and to control these parameters. The results of the study are based on the application of tools and techniques in the DMAIC methodology, i.e. Pareto Analysis, Measurement System Analysis, Regression Analysis and Design of Experiment. The results of the study show that the application of the Six Sigma methodology reduced casting defects and increased the process capability of the process from 0.49 to 1.28. The application of DMAIC has resulted in a significant financial impact (over U.S. $110 000 per annum) on the bottom-line of the company

The role of supply chain integration in achieving competitive advantage: A study of UK automobile manufacturers

The competitive nature of the global automobile industry has resulted in a battle for efficiency and consistency in supply chain management (SCM). For manufacturers, the diversified network of suppliers represents more than just a production system; it is a strategic asset that must be managed, evaluated, and revised in order to attain competitive advantage. One capability that has become an increasingly essential means of alignment and assessment is supply chain integration (SCI). Through such practices, manufacturers create informational capital that is inimitable, yet transferrable, allowing suppliers to participate in a mutually-beneficial system of performance-centred outcomes. From cost reduction to time improvements to quality control, the benefits of SCI extend throughout the supply chain lifecycle, providing firms with improved predictability, flexibility, and responsiveness. Yet in spite of such benefits, key limitations including exposure to risks, supplier failures, or changing competitive conditions may expose manufacturers to a vulnerable position that can severely impact value and performance. The current study summarizes the perspectives and predictions of managers within the automobile industry in the UK, highlighting a dynamic model of interdependency and interpolation that embraces SCI as a strategic resource. Full commitment to integration is critical to achieving improved outcomes and performance; therefore, firms seeking to integrate throughout their extended supply chain must be willing to embrace a less centralized locus of control

A review of miniaturised Non-Destructive Testing technologies for in-situ inspections

Non-destructive testing (NDT) techniques have become attractive trends of product manufacturing, installation and post-maintenance in the aerospace, automotive and manufacturing industry, because of its benefits such as cost saving, easy to use and high efficiency etc. With the industrial products becoming large-scale, high integration and complication, developing the NDT miniaturisation technique for in-situ inspections is highly demanded and becoming an inevitable trend. However, in-situ inspection using NDT have been limited by a number of factors, such as the heavy weight, large size or complex structure etc. This paper aims to systematically identify and analyse the current state-of-the-art of NDT miniaturisation techniques in research and innovation, and discuss the challenge and prospect of miniaturisation of the commonly used NDT techniques

Simulation of Mixed Critical In-vehicular Networks

Future automotive applications ranging from advanced driver assistance to autonomous driving will largely increase demands on in-vehicular networks. Data flows of high bandwidth or low latency requirements, but in particular many additional communication relations will introduce a new level of complexity to the in-car communication system. It is expected that future communication backbones which interconnect sensors and actuators with ECU in cars will be built on Ethernet technologies. However, signalling from different application domains demands for network services of tailored attributes, including real-time transmission protocols as defined in the TSN Ethernet extensions. These QoS constraints will increase network complexity even further. Event-based simulation is a key technology to master the challenges of an in-car network design. This chapter introduces the domain-specific aspects and simulation models for in-vehicular networks and presents an overview of the car-centric network design process. Starting from a domain specific description language, we cover the corresponding simulation models with their workflows and apply our approach to a related case study for an in-car network of a premium car

Operations capability, productivity and business performance: the moderating effect of environmental dynamism

Purpose – The purpose of this study is to investigate the relationships between operations capability, productivity and business performance in the context of environmental dynamism. Design/methodology/approach – A proposed conceptual framework grounded in the resourcebased view (RBV) and dynamic capability view (DCV) is analysed using archival data from 193 automakers in the UK. Findings – The results show that operations capability, as an important dynamic capability, has a significant positive effect on productivity, which in turn leads to improved business performance. The results also suggest that productivity fully mediates the relationship between operations capability and business performance, and that environmental dynamism significantly moderates the relationship between operations capability and productivity. Practical implications – The research findings provide practical insights that will help managers develop operations capability to gain greater productivity and business performance in a dynamic environment

Make-or-buy configurational approaches in product-service ecosystems and performance

This research examines firm boundary configurations for manufacturers' product-service offerings. We argue that the building of a product-service ecosystem through collaboration with service providers in certain types of business services can increase performance as a result of the superior knowledge-based resources coming from specialized partners. By using fuzzy set qualitative analysis on a sample of 370 multinational manufacturing enterprises (MMNEs), the results reveal that effective servitization is heterogeneous across manufacturing industries and across business service offerings. The findings indicate that most industries achieve their highest performance through collaborations with value-added service providers in two out of three of the service continuum stages (Base and Intermediate services); while keeping the development of Advanced services in-house. The results help to contextualize the best practices for implementing service business models in MMNEs by detailing which service capabilities should be retained in-house and which should be outsourced to specialized partners in various industrial contexts.Peer ReviewedPreprin