随着制造行业竞争日趋激烈，制造企业仅出售产品难以适应发展需要，越来 越多的制造企业通过服务化转型来实现价值创造，进而获取竞争优势。特别地， 近年来以物联网为代表的新信息技术掀起制造企业转型的热潮，制造企业应用各 种新信息技术为客户提供多样化服务，有力地推动了制造服务化转型。然而目前 制造企业应用新信息技术实施服务化处于起步阶段，新信息技术如何支撑制造服 务化，以及进一步如何实现价值创造是学术界和业界面临的问题。 上述问题中，新信息技术支撑的制造服务化是实现价值创造的有效途径之一。 制造服务化是手段，价值创造是目的，且两者之间为递进关系。因此需要先探究 制造企业如何应用新信息技术实现制造服务化，再探究新信息技术环境下制造服 务化的价值创造过程。从问题层面看，两者皆属于“how”的问题，因此适合采用 案例研究方法。 具体地，在探讨新信息技术对制造服务化的支撑作用时，采用多案例分析四 家典型制造企业如何应用新信息技术为客户提供各种服务，以便全面地归纳出新 信息技术环境下制造企业应用的新信息技术功能和为客户提供的服务种类；还分 析了新信息技术各种功能与服务之间的对应关系，进而从微观层面阐释新信息技 术对制造服务化的支撑作用。进一步地在探究新信息技术驱动的制造服务化价值 创造过程时，选取最具典型性的徐工集团作为研究对象，采用单案例以便更深入 地探讨其价值创造过程。从价值链视角探讨了新信息技术应用下制造服务化价值 创造活动的变化，及其对价值创造方式的影响。并讨论了数据、信息和知识的传 递、集成、处理和共享对价值创造活动的支撑作用。最终构建了新信息技术驱动 的制造服务化价值创造过程模型，该模型主要架构由支撑体系、新信息技术功能、 价值创造活动和价值创造方式四部分组成，并阐释了该模型中各部分之间的关系。 本文探讨了新信息技术对制造企业服务化的支撑作用，揭示了新信息技术驱 动的制造服务化价值创造过程。为深入研究新信息技术环境下制造服务化以及制 造企业如何实现智能化、服务化和高端化转型提供了理论依据。 关键词：新信息技术，制造服务化，价值链，价值创造，竞争优势 II RESEARCH ON NEW ICTS-POWERED SERVITIZATION AND ITS VALUE CREATION Abstract As the manufacturing industry now facing increasing fierce competition, it is difficult to gain competitive advantage only by selling. More and more manufacturing enterprises create value to maintain their competitive advantages through servitization. In particular, the new ICTs (information and communication technologies) represented by the Internet of Things has set off the third wave of transformation of manufacturing enterprises in recent years. Manufacturing enterprises have applied various new ICTs to provide customers with diversified services, which has effectively promoted servitization of manufacturing. However, it is still in the initial stage for manufacturing enterprises to implement servitization using new ICTs. How new ICTs supports servitization of manufacturing and how to realize value creation is a problem faced by academia and the industry. Based on the analysis of the above problems, it is found that servitization is one of the effective ways to realize value creation. servitization is the means and value creation is the goal, and there is a progressive relationship between them. Therefore, it is necessary to explore how manufacturing enterprises apply new ICTs to realize servitization, and then explore the value creation process of servitization under the new ICTs environment. Besides, from the perspective of the problem, both of them belong to the question of "how", so they are suitable for the case study. More specifically, when exploring the supporting role of new ICTs in servitization, we use multiple cases to explain how four typical manufacturing enterprises apply the new ICTs to provide customers with various services, so as to comprehensively summarize the new ICTs functions used by manufacturing enterprises and service types offered to customers in the context of new ICTs. It also analyzes the corresponding relationship between various functions of new ICTs and services, and then explains the supporting role of new ICTs on servitization from the micro level. When exploring the value creation process of servitization driven by new ICTs, the most typical XCMG group was selected as the research object, and a single case is used to discuss its value III creation process in more depth. From the perspective of value chain, this paper discusses the changes of servitization value creation activities under the application of new ICTs and its influence on the way of value creation. It also discusses the role of data, information and knowledge transfer, integration, processing and sharing to support value creation activities. Finally, a model of servitization value creation process driven by new ICTs is constructed. The model mainly consists of four parts: support system, function of new ICTs, value creation activity and value creation mode, and the relationship among all parts of the model is explained. This paper explores the role of new ICTs in servitization of manufacturing, and further investigates the process of value creation though servitization powered by new ICTs. The result provides a theoretical basis for the in-depth study of servitization of manufacturing under the new ICTs era, as well as manufacturing enterprises to achieve intelligent, servitization and high-end transformation. Keywords: New ICTs，Servitization of manufacturing，Value chain，Value creation，Competitive advantage IV 目 录 中文摘要 ................................................. I Abstract ................................................ II 第一章 绪论 ............................................. 1 1.1 研究背景与研究意义 ........................................ 1 1.1.1 研究背景................................................ 1 1.1.2 研究意义................................................ 2 1.2 研究思路、方法与技术路线.................................... 3 1.2.1 研究思路................................................ 3 1.2.2 研究方法................................................ 4 1.2.3 技术路线................................................ 6 第二章 文献回顾 ......................................... 7 2.1 制造服务化.................................................. 7 2.2 新信息技术.................................................. 7 2.3 新信息技术在制造企业服务化中的作用.......................... 8 2.4 新信息技术应用下制造企业服务化对价值链的影响................ 9 2.5 新信息技术应用下制造服务化的价值创造....................... 10 第三章 新信息技术对制造服务化的支撑作用 ................ 13 3.1 研究对象选取............................................... 13 3.1.1 案例选取标准........................................... 13 3.1.2 案例简介............................................... 13 3.2 数据收集与处理............................................. 15 3.2.1 数据收集............................................... 15 3.2.2 数据处理............................................... 16 3.3 案例分析................................................... 16 V 3.3.1 服务与新信息技术功能之间的关系......................... 16 3.3.2 通过新信息技术企业实现的服务化转变..................... 22 3.4 本章小结................................................... 23 第四章 新信息技术驱动的制造服务化价值创造过程 .......... 25 4.1 研究对象选取............................................... 25 4.1.1 案例选取标准........................................... 25 4.1.2 案例简介............................................... 26 4.2 数据分析与处理............................................. 26 4.2.1 数据收集............................................... 26 4.2.2 数据分析............................................... 27 4.3 模型构建与分析............................................. 30 4.3.1 模型构建............................................... 30 4.3.2 模型分析............................................... 32 4.4 案例分析................................................... 33 4.4.1价值创造活动的变化及其对价值创造方式的影响 ............. 33 4.4.2 数据、信息和知识对价值创造活动的支撑作用............... 36 4.5 本章小结................................................... 39 第五章 研究结论与展望 .................................. 40 5.1 研究结论.........................................