IDC MaturityScape Benchmark: Manufacturing Service Innovation Worldwide, 2018
This IDC study is designed to provide IT and service business leaders with a framework for evaluating their current service innovation maturity. Key findings of this benchmark study include the following:The majority of service organizations are in the second and third stages of service innovation maturity, with the largest group (36%) at the opportunistic stage that is defined by primarily reactive service coordination but some planning of service parts and resources.Among the five dimensions of manufacturing service innovation maturity, the technology and process dimensions showed the furthest level of maturity across manufacturers, with 36% of service organizations at the managed or optimized stage for process and 33% of service organizations at the managed or optimized stage for technology.Manufacturers that have made a serious commitment to service innovation (i.e., thrivers) are making notable strides in advancing their service innovation maturity compared with those organizations that are still struggling to transform their service approach (i.e., survivors), especially in the technology and vision dimensions.The majority of thrivers create an architecture that enables service processes to extend internally and outside of the company. Thrivers also create a governance model for service innovation that includes regular meetings between service and product owners as well as provides executive management with an active view into operations."This study presents data from IDC Manufacturing Insights' 2017 Manufacturing Service Innovation MaturityScape Benchmark Survey, identifying the relative maturity of service innovation initiatives across manufacturers. Service organizations can compare their own results with their peers to identify and define short- and long-term goals and plans for improvement," said Heather Ashton, research manager, IDC Manufacturing Insights.
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