Bibliometric Method for Manufacturing Servitization: A Review and Future Research Directions

To gain sustainable development, it is a trend that manufacturing companies are change the value chain from manufacturing-centric to service-centric. Therefore, the capability of the manufacturing service is as significant as the production ability of enterprises, which reflects the supply chain management (SCM), flexible production, production efficiency, and other indicators of the enterprises. It is the first paper to discuss the sustainability of service-oriented manufacturing using bibliometric analysis. It derives a detailed review and future outlook on the development of manufacturing servitization, indicating the research directions for future development, and provides a valuable reference for researchers in related directions. The bibliometric analysis discusses countries or regions, research areas, authors, keywords, institutions, and journals based on the literature data from the Web of Science (WoS). The results show that research on manufacturing services has gradually received attention since its inception and has become popular since 2008. The papers published from 2008 to 2021 account for 77.62%. The USA is the most studied country on this topic, followed by China and the UK. The International Journal of Production Research regarding the most quantity of articles, and Beihang University is the most influential institution in this field. The largest amount of articles published in the area of “business and economics”, amounting to 1565 articles. In recent years, the main research areas included “Industry 4.0”, “cloud manufacturing (CMfg)”, “Internet of Things (IoT)”, “big data” and “services innovation”. Finally, “digital and intelligent manufacturing” and “product-service systems” are potential research directions for the future.

Developing House of Quality by integrating top roof and side roof matrices and service TRIZ with a case study in banking services

Purpose

– The purpose of this paper is to propose an innovative solution for prioritizing “Whats” and “Hows” and resolving contradictions among “Whats” in House of Quality (HoQ).

Design/methodology/approach

– Prioritization of the influence of the weights in correlation matrices of “Whats” and “Hows” (i.e. top roof and side roof) of HoQ and integration with TRIZ contradiction matrix have been studied. Explained through a case example of banking services, initially, contradictions among requirements of 180 customers have been identified by side roof matrix and then, the 12 by 12 non-technical contradictions matrix of service TRIZ have been used to suggest principles for resolving contradictions.

Findings

– Findings imply that the use of roof and side roof weights can influence the priorities of “Whats” and “Hows.”

Research limitations/implications

– Findings may assist researchers and practitioners in resolving ambiguity of the voice of customers, which in turn make the results of HoQ more accurate.

Originality/value

– A new approach has been proposed in this paper for resolving contradictions of customer requirements by service TRIZ and adjusting priorities of “Whats” and “Hows” in HoQ.