GB/T 43880.4-2024Service-oriented manufacturing - Guideline - Part 4: Competence evaluation (English PDF)

Introduction Introduction

Service-oriented manufacturing is a new form of industry in which manufacturing and services are deeply integrated and develop together, and it is an important route for innovative development in manufacturing. Its substance is that manufacturing enterprises, meaning both manufacturing companies and the specialised bodies that provide services to them, increase the value accruing to the several stakeholders along the value chain oriented towards customer utility. By integrating digital, networked and intelligent information technologies, with the customer taking part throughout, they bring together dispersed manufacturing resources and coordinate their several core competences closely, ultimately supplying consumers with products and services that meet individual requirements, and so optimising the allocation of manufacturing resources and maximising the value of all interested parties along the value chain.

In recent years, under the guidance of national policy and the pressing need for the transformation and upgrading of manufacturing, service-oriented manufacturing has become more widely known, theoretical study and enterprise practice in the field have developed quickly, and the policy framework and industrial base have largely taken shape. Problems remain, however: unclear concepts, undefined boundaries, unregulated service models and gaps in the standards system. GB/T 43880 was drawn up to resolve the common technical problems that arise when a traditional manufacturing enterprise turns into a service-oriented manufacturing enterprise, to guide such enterprises in regulating their service behaviour, and to speed the cultivation of new forms and models of service-oriented manufacturing. GB/T 43880 is a general standard guiding manufacturing enterprises in carrying out service-oriented manufacturing and is planned in four parts.

Part 1, System architecture, analyses the standardisation needs of the manufacturing process, manufactured products and manufacturing industry for service-oriented manufacturing, identifies the standards that exist and those that are missing, recognises the overlaps between existing standards, and builds the structure of the standards system so as to give direction to further standard development and revision. Part 2, Basic models, studies the various application models of service-oriented manufacturing, extracts their common abstract features and derives five typical models, providing a basis and guidance for manufacturing enterprises setting up service models. Part 3, Resource management, systematically reviews the various resources involved when a manufacturing enterprise carries out service-oriented manufacturing and lays down classification methods and management requirements, providing a basis and guidance for the planning, establishment and management of the resources of a service-oriented manufacturing enterprise. Part 4, Competence evaluation, studies the requirements for building and evaluating the service-oriented manufacturing capability of manufacturing enterprises, providing a uniform set of indicators and a uniform process.

1 Scope

The document fixes the basic requirements, management capability, resource service capability, process service capability, product service capability and evaluation requirements for the competence evaluation of service-oriented manufacturing.

It applies to the building and evaluation of the service-oriented manufacturing capability of manufacturing enterprises.

2 Normative references

The content of the listed documents constitutes indispensable provisions of this document through normative reference in the text; for dated references only the edition cited applies, and for undated references the latest edition, including all amendments, applies.

The documents listed are GB/T 19001 on quality management systems, GB/T 24001 on environmental management systems, GB/T 45001 on occupational health and safety management systems, GB/T 43879-2024 on the general terminology of service-oriented manufacturing, GB/T 43880.3-2024 on resource management, and JB/T 12516 on the terminology of the modern manufacturing service industry for equipment manufacturing.

3 Terms and definitions

The terms and definitions given in GB/T 43879-2024 and JB/T 12516 apply to this document.

4 Basic requirements

A service-oriented manufacturing enterprise has to meet the following basic requirements: the enterprise has drawn up a plan for developing service-oriented manufacturing and is carrying it out; it holds the corporate qualifications relevant to the services it provides; it supplies the software and hardware facilities needed for service-oriented manufacturing, in the corresponding quantity, together with staff holding the relevant professional qualifications; it has formed the relevant service-oriented manufacturing models and has a stable income from service-oriented manufacturing business; and it has a complete internal management system, with a sound quality supervision and assurance system and a safety system.

5 Management capability

Management system. The enterprise establishes, implements and maintains a quality management system, an environmental management system and an occupational health and safety management system; the quality management system meets the requirements of GB/T 19001, the environmental management system those of GB/T 24001, and the occupational health and safety management system those of GB/T 45001.

Service time. Service time mainly comprises product manufacturing time, logistics service time, on-site service time, service response time and service duration. In general, the shorter the manufacturing time, logistics service time, on-site service time and service response time for products of the same kind, the stronger the enterprise's service capability; the longer the service duration, the stronger the customer's attachment and the higher the enterprise's service capability and service level.

Service cost. Service cost mainly comprises product service cost, logistics service cost and human resource cost; the enterprise's level and control capability in respect of service cost have to meet customer needs.

Service safety. The enterprise has to possess the relevant service safety assurance capability. Service safety mainly comprises service process safety, service data safety and service network safety, and reflects the enterprise's level and control capability in respect of service safety.

Control capability. Control capability mainly comprises internal control and collaborative control. Internal control means that, while meeting customer needs, the use of resources, the processes and the arrangement of plans are effectively controlled and optimised inside the enterprise; collaborative control means that, on the basis of internal control, resources, processes and plans are jointly controlled between enterprises, as in supply-chain-based management and order-based networked collaborative manufacturing.

Integrated service capability. The enterprise has to be able to provide resource services, process services and product services together, for example product lifecycle management, general contracting and system solution services.

Customer satisfaction. Customer satisfaction mainly comprises the degree of customer satisfaction with product quality, service time, service cost and service content; it is an important indicator of the enterprise's service capability, and the services the enterprise carries out have to be able to meet the relevant customer satisfaction requirements.

6 Resource service capability

Classification of service resources. The classification of an enterprise's service resources has to meet the relevant requirements of clause 4 of GB/T 43880.3-2024.

Leasing and sharing of service resources. The enterprise has to be able to lease and share manufacturing equipment resources, application system resources, material resources, data resources, human resources, computing resources, information resources and other related resources, so turning the various resources into services.

Optimised allocation of service resources. This mainly comprises the capability to decompose resources, to combine resources and to coordinate resources, so as to allocate the various service resources in an optimised way and raise the rate of resource utilisation and the level of service.

7 Process service capability

Design service. The enterprise has to possess product design and process design service capability and, using a networked collaborative design platform, has to be able to provide product design, industrial design, process design and other related services to outside parties.

Production and manufacturing service. The enterprise has to achieve the open sharing of production and manufacturing capabilities such as part machining and assembly, has to possess flexible manufacturing capability, and has to be able to provide specialised production and manufacturing business to outside parties.

Inspection and testing service. The enterprise has to use its own inspection and testing resources and capabilities to provide inspection and testing services for raw materials, parts and products to outside parties.

8 Product service capability

Customisation. The enterprise has to possess flexible design capability and the capability to involve users in design; it is advisable to collect and analyse information on customer needs through customer experience centres, online design centres and large-scale data mining, and to provide product customisation services.

Product installation and commissioning. The enterprise has to possess product installation and commissioning capability and provide customers with one-stop delivery services such as installation and commissioning, so as to meet the customer's needs in use.

Product training. The enterprise has to provide customers with services relating to product installation, use, maintenance and after-sales support, through digital means such as interactive electronic technical manuals or through on-site training.

Product operation and maintenance. The enterprise has to be able to provide customers, through on-site or remote operation and maintenance, with services such as data collection, digital simulation, operation monitoring, health analysis, fault prediction and diagnosis, product maintenance and repair, and system optimisation feedback.

Spare parts. The enterprise has to possess the capability to provide spare parts services and to supply customers with the spare parts needed for product maintenance and warranty.

Product recovery and reuse. It is advisable for the enterprise to set up a recovery and reuse service system and to carry out recovery, remanufacturing and reuse of products that can be recovered and reused.

9 Requirements for competence evaluation

Principle of goal orientation. Service-oriented manufacturing competence evaluation is directed mainly at evaluating the service-oriented manufacturing capability of the enterprises concerned in a scientific and objective way, so that the evaluation identifies the enterprise's weak points and promotes the improvement and raising of its service-oriented manufacturing capability.

Principle of generality. The principle of generality means that the evaluation indicator elements selected are applicable to most service-oriented manufacturing enterprises.

Principle of systematic selection. The selection of service-oriented manufacturing competence evaluation indicators reflects systematic thinking: the indicators should not overlap in meaning, upper-level and lower-level indicators should stand in a logical relationship, and the selection of indicators should be systematic and scientific.

Evaluation process. Provided the basic requirements of clause 4 are met, the service-oriented manufacturing capability of an enterprise is evaluated against the requirements of clauses 5 to 8, from the standpoints of management capability, resource service capability, process service capability and product service capability. The evaluation can be carried out by a first party, a second party or a third party, and has to follow the service-oriented manufacturing competence evaluation process laid down in Annex A.

Evaluation indicators. The evaluation indicators for service-oriented manufacturing capability comprise four classes of first-level indicator, namely management capability, resource service capability, process service capability and product service capability, as shown in Table 1. An enterprise can evaluate its service-oriented manufacturing capability against these indicators and can draw up refined third-level capability indicators according to the actual situation of its industry.

Table 1 has three columns, item number, first-level capability indicator and second-level capability indicator, and lists nineteen second-level indicators. Management capability carries seven of them, namely management system, service time, service cost, service safety, control capability, integrated service capability and customer satisfaction. Resource service capability carries three, namely classification of service resources, leasing and sharing of service resources, and optimised allocation of service resources. Process service capability carries three, namely design service, production and manufacturing service, and inspection and testing service. Product service capability carries six, namely customisation, product installation and commissioning, product training, product operation and maintenance, spare parts, and product recovery and reuse.

Annex A Process of service-oriented manufacturing competence evaluation

Basic process. The service-oriented manufacturing competence evaluation process mainly comprises pre-evaluation, formal evaluation, publication of the evaluation result, and improvement, as shown in Figure A.1. The figure sets out four blocks in sequence: pre-evaluation, containing acceptance of the evaluation application, formation of the evaluation team, preparation of the evaluation plan and carrying out the pre-evaluation; formal evaluation, containing determination of the service type, definition of the evaluation indicator system, carrying out the formal evaluation and writing the evaluation report; publication of the evaluation result, containing confirmation of the result and publication of the result; and improvement, containing the proposal of improvement directions.

Acceptance of the evaluation application. The evaluating party reviews the application materials submitted by the enterprise or organisation to be evaluated, confirms whether it meets the basic requirements of clause 4, and, taking into account the scope of evaluation applied for and the factors affecting the evaluation activity, decides whether to accept the application.

Formation of the evaluation team. An evaluation team is formed according to the evaluation requirements, consisting of one leader and a number of members. Team members have to have been trained and to possess experience and capability in service-oriented manufacturing competence evaluation, and the number of team members has to be odd.

Preparation of the evaluation plan. Before the evaluation begins, a pre-evaluation plan and a formal evaluation plan are prepared and confirmed in communication with the enterprise or organisation to be evaluated. The evaluation plan has to include at least the purpose of the evaluation, its scope, the evaluation tasks, the evaluation time, the evaluation personnel and the evaluation timetable.

Carrying out the pre-evaluation. The evaluation team carries out the pre-evaluation work, which includes understanding the basic situation of the enterprise or organisation in service-oriented manufacturing, collecting and examining the relevant supporting materials, and confirming the feasibility of the formal evaluation.

Determination of the service type. The type of service is determined from the business field of the enterprise or organisation under evaluation; the service types evaluated by this document are mainly product services, process services, resource services and management services, and the party evaluated can be a single service provider or a provider of several kinds of service combined.

Definition of the evaluation indicator system. The evaluation indicator system is defined according to the service type, and the indicator system of an enterprise or organisation of any service type has to include the management capability indicators. Where an indicator turns out to be inapplicable during the evaluation, a statement explaining the inapplicability is issued and the score of that indicator is distributed evenly among the other evaluation indicators of the same type under the same first-level indicator.

Carrying out the formal evaluation. The formal evaluation of the enterprise or organisation has to meet the following requirements: the party evaluated writes and submits a self-evaluation report according to the true situation and organises the corresponding supporting materials; the evaluation team reviews the conformity, truthfulness and completeness of the materials provided by consulting documents, holding meetings and carrying out site inspections, scores each evaluation indicator and applies weighting to obtain the final evaluation data; and where the calculation of a quantitative indicator involves a reference value, the value required by the state or the industry is used if a national or industry policy, standard or technical regulation states it clearly, while if no such requirement exists the evaluation team obtains the value by survey within the industry.

Writing the evaluation report. The evaluation report is written on the basis of the evaluation process and the evaluation results and includes, but is not limited to, the basic information on the enterprise evaluated; information on the organisation carrying out the evaluation; the evaluation process, including the organisational arrangements, the document review and the on-site evaluation; the evaluation content, including the evaluation type, the basic requirements and the indicator requirements; the evaluation conclusion, stating the evaluation indicators and the scores obtained and giving a weighted composite score; problems and recommendations, covering the problems in the service-oriented manufacturing process and suggestions for improvement; and a statement of the conformity of the evaluation indicators together with supporting materials and the score and calculation process of each indicator.

Publication of the evaluation result. After the evaluation activity is completed, the evaluation team notifies the evaluation result to the enterprise or organisation evaluated, gives it the opportunity to provide supplementary explanations, and then determines and publishes the final evaluation result.

Improvement. On the basis of the evaluation result, the enterprise or organisation evaluated proposes directions for improving its service-oriented manufacturing capability, draws up the corresponding measures and carries out activities to raise that capability.