中国制造企业服务转型是国际产业竞争的必然结果。实践证明，服务转型之路充满荆棘，许多制造企业服务创新方式随意且散乱，过度复杂化的服务业务造成服务绩效不佳。服务转型的过程实质上是制造企业知识重构过程，知识管理在服务转型过程中发挥着关键作用。首先归纳出当前制造企业服务“转型综合症”主要特征，结合实际案例，系统研究制造企业服务知识的管理架构与流程，在此基础上重点探讨服务创意知识、服务商业模式知识以及服务流程知识的产出方式。研究表明，建立与服务转型发展轨迹高度契合且能覆盖服务转型不同发展阶段的服务知识管理体系对制造企业具有重要的战略意义。%Service transition of Chinese manufacturers is the inevitable result of international industrial competition.The practice proves service transition roads of manufacturers are full of thorns.The innovation modes of some manufacturers are random and messy.Excessive complexity of service creates poor performance.The process of service transition is the process of knowledge reconstruction.Knowledge management plays a key role in the service transition process.The main characteristics of current “transition syndrome”are summarized.The structure and process of service knowledge manage-ment are discussed based on cases.The output mode of creative knowledge,business model knowledge and operation process knowledge are analyzed.The research shows that it has important significance for manufacturers to establish knowl-edge management system suitable for different stages of service transition.
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