Digital servitization marks a strategic shift for Original Equipment Manufacturers (OEMs), transitioning from product-oriented models to integrated service-based offerings. This transformation, driven by smart Product-Service Systems (PSS) and digital technologies, profoundly impacts Knowledge Management (KM). As servitization increases data and knowledge complexity across products, services, and interactions, effective KM processes become critical enablers. However, their role in digital servitization remains underexplored. Through a qualitative analysis of seven case studies, this research examines how KM processes evolve to support service management in OEMs. Findings identify three priority domains of intervention—Field Service Management, Customer Service, and Inquiry to Order—where KM optimisation is essential. The study highlights key challenges of KM in PSS delivery, offering insights to enhance KM strategies in digital servitization.
CHANGES TO KNOWLEDGE MANAGEMENT IN MANUFACTURER DIGITAL SERVITIZATION: PRIORITIES AND CHALLENGES
Russo, G.
;Rapaccini, M.
2025-01-01
Abstract
Digital servitization marks a strategic shift for Original Equipment Manufacturers (OEMs), transitioning from product-oriented models to integrated service-based offerings. This transformation, driven by smart Product-Service Systems (PSS) and digital technologies, profoundly impacts Knowledge Management (KM). As servitization increases data and knowledge complexity across products, services, and interactions, effective KM processes become critical enablers. However, their role in digital servitization remains underexplored. Through a qualitative analysis of seven case studies, this research examines how KM processes evolve to support service management in OEMs. Findings identify three priority domains of intervention—Field Service Management, Customer Service, and Inquiry to Order—where KM optimisation is essential. The study highlights key challenges of KM in PSS delivery, offering insights to enhance KM strategies in digital servitization.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
