IDC MaturityScape: Service Innovation in Manufacturing
This IDC study describes the IDC MaturityScape for service innovation in manufacturing. It defines the stages, outcomes, and actions required to continually innovate around after-sales services and create and establish transformation service models that deliver new revenue streams, higher product quality, and greater customer engagement. This study also serves as a guide for manufacturing business and IT executives to identify areas to focus their efforts across the five key dimensions of service innovation: people, process, technology, data, and vision."Across value chains, manufacturers are moving toward a service life-cycle strategy that responds to changing market dynamics and the opportunities that innovative technology offers," says Heather Ashton, research manager, IDC Manufacturing Insights. "The maturity of the 3rd Platform technologies such as mobile, cloud, social, and analytics is creating this foundation for service innovation, allowing for technology to be extended out into the field with service technicians, in call centers for customer support, and with the products themselves."