I 摘要 在知识经济的新时代，创新已经成为国家、区域、行业、企业获取竞争优势的最 为基本的途径。对企业创新的研究主要集中在技术创新和服务创新两个方面。其中， 对于企业技术创新的研究起步较早、较为成熟，在企业发展过程中得到了实际指导作 用，为企业带来了不同程度的经济效益。随着社会经济模式的转变，以产品为中心慢 慢向以顾客为中心倾斜，越来越多的企业开始关注服务创新对企业产生的直接或间接 的影响。电力是经济社会发展的重要动力，而为电力系统稳定可靠运行提供设备的电 力设备制造业，在国民经济中发挥着至关重要的基础性作用。现代制造业面向服务进 行创新的趋势愈发明显，服务创新在企业发展战略中的地位越来越重要。 本文采用文献分析法、模型分析法、问卷调查等方法，以HB电力设备制造公司 为研究对象，通过PEST分析法和波特五力法分析了HB公司外部发展环境，结合分 析HB公司内部环境服务创新发展现状，得到HB电力设备制造企业服务创新能力、 存在的问题以及面临的挑战，通过服务创新战略二维选择模型确定企业服务创新战略 类型，结合企业实际，为HB电力设备制造公司进行服务创新战略提供理论依据。 首先，本文详细论述了服务、服务创新、服务创新战略的定义、特征以及研究方 法，概述了制造业服务创新的特点、战略类型，阐述了服务创新战略二维选择模型的 具体内容；其次，对HB电力设备制造公司服务创新发展现状进行分析，从企业发展 现状、行业发展现状以及企业服务创新发展现状进行综合分析；然后，运用PEST分 析法、波特五力模型以及SWOT分析法对HB电力设备公司内外部环境进行说明； 最后，通过问卷调查获得的数据，结合二维选择模型，确定HB公司服务创新发展战 略，并提供相应的保障措施。研究结果表明：HB公司在我国电力设备制造行业处于 领先发展水平，产业链较为完整，具备品牌影响力，但是服务能力水平较弱，同时， 其所处的政治、经济、社会、技术环境复杂多变，同行业市场竞争压力大，优势与劣 势并存，机会与威胁同行；经分析，HB电力设备制造公司适用以开拓型服务创新为 主、合作型服务创新为辅的服务创新战略，其中，开拓性服务创新战略包括服务突破 性创新战略和服务即时响应创新战略，合作型服务创新战略涉及的对象包括行业合作 伙伴、供应商、制造商以及产学研相结合。企业在明确总部以及子公司工作职责的同 时，可以在产品、资本渠道、信息化建设以及人力资源等方面进行加强，强化服务创 新对企业产生的积极有效的影响。对于我国电力设备制造业，企业应该坚持服务创新， 共同营造一个适合服务创新实施的内外部条件，打好知识、产业基矗 关键词：电力设备制造企业；服务创新战略；二维选择模型 Abstract III Abstract In the era of knowledge economy, innovation has become the most basic way for countries, regions, industries and enterprises to gain competitive advantage. Research on enterprise innovation mainly focuses on two aspects: technological innovation and service innovation. Among them, the research on enterprise technology innovation started earlier and matured, and obtained practical guidance in the process of enterprise development, which brought different degrees of economic benefits to enterprises. With the transformation of the social economic model, the product-centered approach is gradually tilting towards the customer-centricity. More and more enterprises are beginning to pay attention to the direct or indirect impact of service innovation on enterprises. Electricity is an important driving force for economic and social development, and the power equipment manufacturing industry that provides equipment for the stable and reliable operation of power systems plays a vital and fundamental role in the national economy. The trend of modern manufacturing oriented service innovation is becoming more and more obvious, and the role of service innovation in enterprise development strategy is becoming more and more important. This paper uses literature analysis method, model analysis method, questionnaire survey and other methods to take HB power equipment manufacturing company as the research object, analyzes the external development environment of HB company through PEST analysis method and Porter's five-force method, and analyzes the internal environment service of HB company. Innovative development status, get the service innovation ability, existing problems and challenges of HB power equipment manufacturing enterprises, determine the type of enterprise service innovation strategy through the service innovation strategy two-dimensional selection model, and combine the enterprise reality to provide service innovation for HB power equipment manufacturing company. The strategy provides a theoretical basis. Firstly, this paper discusses in detail the definition, characteristics and research methods of service, service innovation and service innovation strategy, summarizes the characteristics and strategy types of manufacturing service innovation, and expounds the specific content of the service innovation strategy two-dimensional selection model. Secondly, HB power equipment manufacturing company's service innovation development status analysis, from the enterprise development status, industry development status and the status quo of 西安电子科技大学硕士学位论文 IV enterprise service innovation development; then, using PEST analysis method, Porter five force model and SWOT analysis method for HB power equipment The internal and external environment of the company is explained. Finally, the data obtained through the questionnaire survey, combined with the two-dimensional selection model, determine the development strategy of HB's service innovation and provide corresponding safeguard measures. The research results show that: HB company is at the leading level of development in China's power equipment manufacturing industry, with complete industrial chain and brand influence, but its service capability is weak. At the same time, its political, economic, social and technological environment is complex and changeable. In the same industry, the market is under competitive pressure, advantages and disadvantages coexist, opportunities and threats are peers; HB Power Equipment Manufacturing Company applies a service innovation strategy based on pioneering service innovation and cooperative service innovation, among which, pioneering service innovation strategy Including service breakthrough innovation strategy and service instant response innovation strategy, the cooperative service innovation strategy involves industry partners, suppliers, manufacturers and industry-university research. While clarifying the duties of the headquarters and subsidiaries, the company can strengthen its products, capital channels, information construction and human resources, and strengthen the positive and effective impact of service innovation on enterprises. For China's power equipment manufacturing industry, enterprises should adhere to service innovation, jointly create an internal and external conditions suitable for the implementation of service innovation, and lay a good knowledge and industrial foundation. Keywords: power equipment manufacturing enterprise; service innovation strategy; two-dimensional selection model 插图索引 V 插图索引 图1.1 2003～2017年“技术创新”和“服务创新”文献数目变化对比图 ............................ 3 图1.2 论文研究框架图 .......... 8 图2.1 服务创新概念图 ........ 10 图2.2 服务创新基本类型示意图 ....................... 14 图2.3 服务创新战略二维选择模型 ................... 16 图3.1 HB公司2008年～2017年营业收入变化图 .......................... 18 图3.2 HB公司七个自动化示意图…………………………………………………….....23 图3.3 D5000系统界面调度运行图……………………………………………………....24 图3.4 D5000系统界面示意图……………………………………………..…………......24 图3.5 D5000系统架构图………………………………………………………..……......25 图4.1 2008年以来我国GDP及同比增速图 ..... 26 图4.2 我国电力设备产业链图 ........................... 27 图4.3 我国电力设备制造业主营业务收入变化图 .......................... 28 图4.4 HB公司波特五力模型图 .......................... 30 图4.5 HB电力设备制造公司SWOT分析图 .... 36 图5.1 HB电力设备制造公司服务创新战略选择步骤图 ................. 39 图5.2 二维选择模型分析图 43 表格索引 VII 表格索引 表2.1 部分学者对服务的定义列表 ..................... 9 表2.2 服务创新战略发展阶段理论列表 ........... 13 表3.1 1980～2018年国内外部门电力设备制造