Improving Industry 4.0 through service science

Abstract

Improving Industry 4.0 is a hot topic, once in a global study about that concept adoption, conducted by PWC (2016), 72% of the companies expected to be fully operating in Industry 4.0 mode in 2020. This research aims to conceptualise a theoretical methodology to compute value given to concerns of main stakeholders involved and assess the innovation outcomes throughout the service process when the operations shift to Industry 4.0. The literature review showed that service science (S-S) is an inter-disciplinary scientific field that combines organisation with technological knowledge, with a view into categorising, innovating and creating value for service-systems. As a conclusion, operationalising stakeholders' concerns into key concern indicators (KCI) has been developed in a conceptual and theoretical methodology supported by service science theory to compute value, given the concerns of multiple stakeholders involved in the interactions.