msueconВестник Московского университета. Серия 6. ЭкономикаLomonosov Economics Journal0130-0105MSUPRESS10.38050/01300105202269msuecon-995Research ArticleВОПРОСЫ УПРАВЛЕНИЯMANAGEMENT ISSUESРеализация сервис-ориентированного подхода для повышения конкурентоспособности производителя специальных транспортных средствImplementation of a service-oriented approach to increase the competitiveness of a manufacturer of special vehicleshttps://orcid.org/0000-0002-1441-1615ДевятовИ. В.DevyatovI. V.

Девятов Иван Владимирович — к.э.н., научный сотрудник, Экономический факультет

SPIN-код: 6899-6918

Москва

PhD, researcher, Department of Macroeconomic Policy and Strategic Management

SPIN: 6899-6918

Moscow

devyatov@opkmgu.ruhttps://orcid.org/0000-0001-9479-3934ТуевД. В.TuevD. V.

Туев Дмитрий Владимирович — младший научный сотрудник, Экономический факультет

SPIN-код: 9236-5945

Москва

junior researcher, Department of Macroeconomic Policy and Strategic Management

SPIN: 9236-5945

Moscow

tuev@opkmgu.ruМГУ имени М. В. ЛомоносоваРоссияLomonosov Moscow State UniversityRussian Federation20220811202206190220Copyright © Девятов И.В., Туев Д.В., 20232023Девятов И.В., Туев Д.В.Devyatov I.V., Tuev D.V.Данная работа распространяется под лицензией Creative Commons Attribution 4.0.This work is licensed under a Creative Commons Attribution 4.0 License.https://msuecon.elpub.ru/jour/article/view/995

Цель статьи — сформулировать экономически обоснованные решения и подходы для повышения конкурентоспособности производителя специальных транспортных средств. В статье на основе обзора отечественной и зарубежной литературы показано, что применение информационных систем для послепродажного обслуживания, а также использование сервис-ориентированной бизнес-модели являются источниками получения конкурентных преимуществ для производителей сложных инженерных изделий. Описаны основные характеристики и параметры существующих систем послепродажного обслуживания и ремонта. Показан экономический эффект от применения информационных систем для оптимизации технического обслуживания. Рассмотрен кейс реализации сервис-ориентированного подхода и разработки информационной системы послепродажного обслуживания для производителя специальных транспортных средств. На основании анализа имеющихся готовых отечественных и зарубежных решений сформулированы требования к информационной системе и принципиальная архитектура системы для обеспечения экономической эффективности послепродажного обслуживания. Приведена оценка эффектов от использования предложенных подходов и решений для крупных эксплуатантов специальных транспортных средств. Обозначены предпосылки, цели, этапы развития комплексной системы послепродажного обслуживания производителя специальных средств. Результаты исследования могут служить для реализации предложенных решений на предприятии ООО «ГРУППА ПРОМАВТО», а также для совершенствования подходов к послепродажному обслуживанию производителей сложных технических изделий.

The purpose of the study is to formulate cost-effective solutions and approaches to increase the competitiveness of a special vehicles manufacturer. Prior review of domestic and foreign literature shows that the use of information systems for after-sales service and service-oriented business model help to obtain competitive advantages for manufacturers of complex engineering products. The paper describes the main characteristics and parameters of after-sales service and repair systems and shows the economic effect of applying information systems to optimize maintenance. The authors consider the case of implementing a service-oriented approach and developing an after-sales service information system for a manufacturer of special vehicles. Based on the analysis of available domestic and foreign solutions, the paper formulates the requirements for the information system and the principal architecture of the system to ensure the economic efficiency of after-sales service. An assessment of the effects of using the proposed approaches and solutions for large operators of special vehicles is given. The prerequisites, goals, stages of development of an integrated after-sales service system for a manufacturer of special tools are outlined. The results of the study can serve to implement the proposed solutions at the LLC “GRUPPA PROMAVTO”, as well as to improve approaches to after-sales service for manufacturers of complex technical products.

информационная системапослепродажное обслуживаниесервисная бизнес-модельспециальное транспортное средствоinformation systemafter-sales serviceservice business modelspecial vehicleСтатья подготовлена в рамках научных исследований по теме «Разработка концептуального облика высокотехнологичного производства и разработка прототипа информационной системы для обеспечения эффективности послепродажного обслуживания и конкурентоспособности линейки отечественных специальных транспортных средств в интересах системообразующих отраслей промышленного комплекса РФ», финансируется Министерством науки и высшего образования Российской Федерации по соглашению о предоставлении субсидии № 075-11-2020-030 от 15 декабря 2020 г.The article was prepared as part of scientific research on the topic “Development of the conceptual image of high-tech production and development of a prototype information system to ensure the effectiveness of after-sales service and the competitiveness of the line of domestic special vehicles in the interests of the backbone industries of the industrial complex of the Russian Federation”, funded by the Ministry of Science and Higher Education of the Russian Federation under the agreement on the provision of subsidies No. 075-11-2020-030 dated December 15, 2020.ReferencesКлимова, Е. О., & Бабкин, И. А. (2019). Проблемы снижения затрат на техническое обслуживание и ремонт оборудования (на примере металлургического предприятия). π-Economy, 12(3), 132–141.Klimova, E. O., Babkin, I. A. (2019). Problems of reducing costs for maintenance and repair of equipment (using the example of a metallurgical enterprise). St. Petersburg State Polytechnical University Journal. Economics, 12(3), 132–141.Леонов, А. М. (2001). Опыт зарубежных специализированных предприятий в организации послепродажного обслуживания оборудования. Труды Дальневосточного политехнического института им. В. В. Куйбышева, (129), 22–24.Leonov, A. M. (2001). Experience of foreign specialized enterprises in the organization of after-sales service of equipment. Proceedings of the Far Eastern Polytechnic Institute V. V. Kuibysheva, (129), 22–24.Отзывы пользователей, платформа для обзора и выбора программного обеспечения «CAPTERRA». Дата обращения 12.04.2022, https://www.capterra.com/p/221224/ManagerPlus/User reviews, community «GARTNER». Retrieved March 15, 2022, from https://www.gartner.com/reviews/market/enterprise-asset-management/software/vendor/accruent/product/maintenance-connection-eam/reviews?marketSeoName=enterprise-asset-management-software&vendorSeoName=accruent&productSeoName=maintenance-connection-eamПергунова, О. В. (2013). Использование информационных и телекоммуникационных технологий на промышленных предприятиях Оренбургской области. Международный научно-исследовательский журнал, (15). 8 8User reviews, software review and selection platform «CAPTERRA». Retrieved March 15, 2022, from https://www.capterra.com/p/226369/Maintenance-Connection/#reviewsСелюто, С. И. (2013). Анализ инновационной деятельности в сфере услуг: опыт стран Европы. Вестник Российского университета дружбы народов. Серия: Экономика, (1), 92–98.User reviews, software review and selection platform «CAPTERRA». Retrieved March 24, 2022, from https://www.capterra.com/p/225197/eMaint-CMMS/#reviewsA Forrester Total Economic Impact. Cost savings and business benefi ts enabled by the CMMS/EAM solution UpKeep (2020). Forrester. February. Retrieved May 2, 2022, from https://www.upkeep.com/downloads/the-forrester-total-economic-impact-of-upkeepUser reviews, software review and selection platform «CAPTERRA». Retrieved March 28, 2022, from https://www.capterra.com/p/221728/Fiix/#reviewsAccorsi, R., Gallo, A., Tufano, A., Bortolini, M., Penazzi, S., & Manzini, R. (2019). A tailored maintenance management system to control spare parts life cycle. Procedia Manufacturing, 38, 92–99.User reviews, software review and selection platform «CAPTERRA». Retrieved December 4, 2022, from https://www.capterra.com/p/221224/ManagerPlus/Accorsi, R., Manzini, R., Pascarella, P., Patella, M., & Sassi, S. (2017). Data mining and machine learning for condition-based maintenance. Procedia Manufacturing, 11, 1153–1161.Pergunova, O. V. (2013). Use of information and telecommunication technologies at the industry enterprises of the orenburg region. International Research Journal, (15). 8 8Antosz, K., Pasko, L., & Gola, A. (2019). The use of intelligent systems to support the decision-making process in lean maintenance management. IFAC-PapersOnLine, 52(10), 148–153.Selyuto, S. (2013). The analysis of innovative activity in the services sector: experience of the countries of Europe. Series: Economics, (1), 92–98.Baptista, M., Sankararaman, S., de Medeiros, I. P., Nascimento Jr, C., Prendinger, H., & Henriques, E. M. (2018). Forecasting fault events for predictive maintenance using data-driven techniques and ARMA modeling. Computers & Industrial Engineering, 115, 41–53.A Forrester Total Economic Impact. Cost savings and business benefi ts enabled by the CMMS/EAM solution UpKeep (2020). Forrester. February. Retrieved May 2, 2022, from https://www.upkeep.com/downloads/the-forrester-total-economic-impact-of-upkeepBaumgartner, P. (1999). The new profit imperative in manufacturing. Harvard business review, 28(1), 89-96.Accorsi, R., Gallo, A., Tufano, A., Bortolini, M., Penazzi, S., & Manzini, R. (2019). A tailored maintenance management system to control spare parts life cycle. Procedia Manufacturing, 38, 92–99.Crespo Márquez, A. (2022). Benefi ts of Digital Transformation for Maintenance Management Systems. Market Trends. Digital Maintenance Managemen(p. 3–11). Springer, t Cham.Accorsi, R., Manzini, R., Pascarella, P., Patella, M., & Sassi, S. (2017). Data mining and machine learning for condition-based maintenance. Procedia Manufacturing, 11, 1153–1161.Crespo Marquez, A., Gomez Fernandez, J. F., Martínez-Galán Fernández, P., & Guillen Lopez, A. (2020). Maintenance management through intelligent asset management platforms (IAMP). Emerging factors, key impact areas and data models. Energies, 13(15), 3762.Antosz, K., Pasko, L., & Gola, A. (2019). The use of intelligent systems to support the decision-making process in lean maintenance management. IFAC-PapersOnLine, 52(10), 148–153.Glaessgen, E., & Stargel, D. (2012, April). The digital twin paradigm for future NASA and US Air Force vehicles. In 53rd AIAA/ASME/ASCE/AHS/ASC structures, structural dynamics and materials conference 20th AIAA/ASME/AHS adaptive structures conference 14th AIAA (p. 1818).Baptista, M., Sankararaman, S., de Medeiros, I. P., Nascimento Jr, C., Prendinger, H., & Henriques, E. M. (2018). Forecasting fault events for predictive maintenance using data-driven techniques and ARMA modeling. Computers & Industrial Engineering, 115, 41–53.Hopp, W. J., & Simon, J. T. (1993). Estimating throughput in an unbalanced assembly-like fl ow system. THE INTERNATIONAL JOURNAL OF PRODUCTION RESEARCH, 31(4), 851–868.Baumgartner, P. (1999). The new profit imperative in manufacturing. Harvard business review, 28(1), 89-96.How Maintenance Businesses are Saving Time and Cost Using CMMS. Tech Talk. Retrieved May 02, 2022, from https://tech-talk.org/2018/04/26/how-maintenance-businesses-are-saving-time-and-cost-using-cmms/Crespo Márquez, A. (2022). Benefi ts of Digital Transformation for Maintenance Management Systems. Market Trends. Digital Maintenance Managemen(p. 3–11). Springer, t Cham.Langley, D. J. (2022). Digital Product-Service Systems: The Role of Data in the Transition to Servitization Business Models. Sustainability, 14(3), 1303.Crespo Marquez, A., Gomez Fernandez, J. F., Martínez-Galán Fernández, P., & Guillen Lopez, A. (2020). Maintenance management through intelligent asset management platforms (IAMP). Emerging factors, key impact areas and data models. Energies, 13(15), 3762.Lopes, I., Senra, P., Vilarinho, S., Sá, V., Teixeira, C., Lopes, J., ... & Figueiredo, M. (2016). Requirements specifi cation of a computerized maintenance management system —a case study. Procedia Cirp, 52, 268–273.Glaessgen, E., & Stargel, D. (2012, April). The digital twin paradigm for future NASA and US Air Force vehicles. In 53rd AIAA/ASME/ASCE/AHS/ASC structures, structural dynamics and materials conference 20th AIAA/ASME/AHS adaptive structures conference 14th AIAA (p. 1818).Mamrot, M., Nicklas, J. P., Schlüter, N., Winzer, P., Lindner, A., & Abramovici, M. (2016). Concept for a sustainable industrial product service system based on fi eld data. Procedia Cirp, 40, 687–692.Hopp, W. J., & Simon, J. T. (1993). Estimating throughput in an unbalanced assembly-like fl ow system. THE INTERNATIONAL JOURNAL OF PRODUCTION RESEARCH, 31(4), 851–868.Meier, H., Roy, R., & Seliger, G. (2010). Industrial product-service systems — IPS2. CIRP annals, 59(2), 607–627.How Maintenance Businesses are Saving Time and Cost Using CMMS. Tech Talk. Retrieved May 02, 2022, from https://tech-talk.org/2018/04/26/how-maintenance-businesses-are-saving-time-and-cost-using-cmms/Metcalfe, D., & Winter, S. (2018). Operational risk management software market size and forecast 2018–2038. Retrieved July 20, 2022, from https://research.verdantix.com/report/operational-risk-management-software-market-size-and-forecast-2018-2038.Langley, D. J. (2022). Digital Product-Service Systems: The Role of Data in the Transition to Servitization Business Models. Sustainability, 14(3), 1303.Oliva, R., & Kallenberg, R. (2003). Managing the transition from products to services. International journal of service industry management, 14(2), 160–172. https://doi.org/10.1108/09564230310474138.Lopes, I., Senra, P., Vilarinho, S., Sá, V., Teixeira, C., Lopes, J., ... & Figueiredo, M. (2016). Requirements specifi cation of a computerized maintenance management system —a case study. Procedia Cirp, 52, 268–273.Otte, H. O., Richter, A., & Steven, M. (2008). Integrated Design of Industrial Product Service Systems. Operations Research Proceedings 200(p. 363–368). Springer, Berlin, 7 Heidelberg.Mamrot, M., Nicklas, J. P., Schlüter, N., Winzer, P., Lindner, A., & Abramovici, M. (2016). Concept for a sustainable industrial product service system based on fi eld data. Procedia Cirp, 40, 687–692.Peters, R. (2014). Reliable maintenance planning, estimating, and scheduling. Gulf Professional Publishing.Meier, H., Roy, R., & Seliger, G. (2010). Industrial product-service systems — IPS2. CIRP annals, 59(2), 607–627.Smith, A. M., & Hinchcliff e, G. R. (2003). RCM-Gateway to world class maintenance. Elsevier.Metcalfe, D., & Winter, S. (2018). Operational risk management software market size and forecast 2018–2038. Retrieved July 20, 2022, from https://research.verdantix.com/report/operational-risk-management-software-market-size-and-forecast-2018-2038.Wienker, M., Henderson, K., & Volkerts, J. (2016). The computerized maintenance management system an essential tool for world class maintenance. Procedia Engineering, 138, 413–420.Oliva, R., & Kallenberg, R. (2003). Managing the transition from products to services. International journal of service industry management, 14(2), 160–172. https://doi.org/10.1108/09564230310474138.User reviews, software review and selection platform «CAPTERRA». Retrieved March 15, 2022, from https://www.capterra.com/p/226369/Maintenance-Connection/#reviewsOtte, H. O., Richter, A., & Steven, M. (2008). Integrated Design of Industrial Product Service Systems. Operations Research Proceedings 200(p. 363–368). Springer, Berlin, 7 Heidelberg.User reviews, software review and selection platform «CAPTERRA». Retrieved March 24, 2022, from https://www.capterra.com/p/225197/eMaint-CMMS/#reviewsPeters, R. (2014). Reliable maintenance planning, estimating, and scheduling. Gulf Professional Publishing.User reviews, software review and selection platform «CAPTERRA». Retrieved March 28, 2022, from https://www.capterra.com/p/221728/Fiix/#reviewsSmith, A. M., & Hinchcliff e, G. R. (2003). RCM-Gateway to world class maintenance. Elsevier.User reviews, community «GARTNER». Retrieved March 15, 2022, from https://www.gartner.com/reviews/market/enterprise-asset-management/software/vendor/accruent/product/maintenance-connection-eam/reviews?marketSeoName=enterprise-asset-management-software&vendorSeoName=accruent&productSeoName=maintenance-connection-eamWienker, M., Henderson, K., & Volkerts, J. (2016). The computerized maintenance management system an essential tool for world class maintenance. Procedia Engineering, 138, 413–420.

The authors declare that there are no conflicts of interest present.