SH医疗器械公司服务创新的研究
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摘要
2008年全球医疗器械市场规模超过2000亿美元,而根据中商情报网分析师预计2010年中国医疗器械行业产值将达1000亿元左右的产业规模,这些数据都预示着医疗器械在中国迅速增长的不可抵挡性。但另一方面,中国医疗器械行业销售收入仅占全球市场规模的3%,大多依赖于进口,其中高端医疗器械,进口产品市场占有率相比国产更是达到80%-90%。而面对医疗器械行业的高速发展,医疗器械研发的门槛高,成本高,周期长,不仅延缓了国内外的医疗器械研发和新产品的诞生,而且会使终端客户,即患者,最终承担了高昂的医疗费用。
正因医疗器械目前在国内的这些现况,在SH这样的医疗器械服务公司看来,反而是一个突破性跨越发展的契机,因为现有的医疗器械的服务仅停留在安装和维修这些事项上,如果能在原有基础上提供创新性服务,在研发和新产品的研制中提供帮助和重要信息,甚或直接按照客户要求订制产品,不仅对于医疗器械服务公司,而且对于医疗器械的生产研发公司,乃至对最终客户—患者而言,都会受益颇丰。这样即能探寻出一套双赢,乃至是三赢的创新的服务模式,使医疗器械的外包服务公司不再是附属在医疗器械生产公司之下,而是能够真正主导医疗器械公司的研发生产,并对其和患者产生重要作用的第三方。
针对目前医疗器械服务模式的千篇一律,本文提出一种全新的服务模式理念,“定制+体验”模式,开创出不同于目前的固定统一,无选择性,后导向性的服务模式,并结合服务创新的四维度模式的理论,即“新服务概念”、“新顾客界面”、“新传递系统”以及“技术”,探究如何借助这一模式提供给医疗器械的服务业一种新的思维方式,新的服务理念；给与客户一种焕然一新的交互界面,培养客户自我服务；同时借助系统传递给内部人员一种驱动力,促进内部人员技能提高的主动性,并结合医疗器械行业的专业技术诠释出对医疗器械行业的创新服务的思想,并将这种服务的创新赋予产品研发和改良新的渠道,创造客户与生产厂家共赢的理念。
In 2008 global market revenue of medical devices are more than 200 billion us dollar, and according to the prognosticate from the analyst of Commodity Information Center Net, China production value of medical devices would be 100 billion in 2010. These data indicate that the irresistibility of the rapid development of the medical devices in China, however, the sales revenue of Chinese medical devices is only 3% in the whole international market, and mostly depend on import, especially for high-tech medical devices, its imported products would be 80-90% compared with the national devices. With the rapid speed of development of medical devices industry, the fact of the research in medical devices is that high tech, high cost, long period, which not only delay the research of medical device and make out of the new product, but also would let the end customer, the patient, assume the high medical expenses.
As the situation of Chinese medical devices nowadays, the medical devices service company, like SH, however, maybe have a chance to enter a development across the stage. Because the service in medical devices now, only remain the item of installation and normal repair, if we could offer some innovated services on the basic of normal things before, such as, offer the help and important information for the research of new product, what's more, make out the "product" as the requirement of the customer, that would be tremendously helpful not only for medical devices service company, but also for the medical manufacturer, even for end user, the patients. That we could get win-win, or triple-win model of innovation service in medical devices industry, which change the medical devices service company from the attachment to a real entity which induce the research and development of medical devices manufacturers and play a important role for the patients.
According to the uniformal modal in medical service, this thesis offer a new service modal concept in this area, "customer-made+experience" modal, which is different from the uniform, no choice, after sales model, in addition, the thesis use the theory of the model of SI4S as the theory, that is new service concept, new customer interface, new transportation system, new technology, which help to offer the service of medical devices a new style of thought and new idea of service. That would give the customer a different interface, train the customer self-service; and transfer the motivation through the system, which make the staff improve their go-aheadism of skill. This service innovation would offer the energy for product R&D and improvement, in addition, that create the concept of bilateral profit both for the manufacture and customer.
正因医疗器械目前在国内的这些现况,在SH这样的医疗器械服务公司看来,反而是一个突破性跨越发展的契机,因为现有的医疗器械的服务仅停留在安装和维修这些事项上,如果能在原有基础上提供创新性服务,在研发和新产品的研制中提供帮助和重要信息,甚或直接按照客户要求订制产品,不仅对于医疗器械服务公司,而且对于医疗器械的生产研发公司,乃至对最终客户—患者而言,都会受益颇丰。这样即能探寻出一套双赢,乃至是三赢的创新的服务模式,使医疗器械的外包服务公司不再是附属在医疗器械生产公司之下,而是能够真正主导医疗器械公司的研发生产,并对其和患者产生重要作用的第三方。
针对目前医疗器械服务模式的千篇一律,本文提出一种全新的服务模式理念,“定制+体验”模式,开创出不同于目前的固定统一,无选择性,后导向性的服务模式,并结合服务创新的四维度模式的理论,即“新服务概念”、“新顾客界面”、“新传递系统”以及“技术”,探究如何借助这一模式提供给医疗器械的服务业一种新的思维方式,新的服务理念；给与客户一种焕然一新的交互界面,培养客户自我服务；同时借助系统传递给内部人员一种驱动力,促进内部人员技能提高的主动性,并结合医疗器械行业的专业技术诠释出对医疗器械行业的创新服务的思想,并将这种服务的创新赋予产品研发和改良新的渠道,创造客户与生产厂家共赢的理念。
In 2008 global market revenue of medical devices are more than 200 billion us dollar, and according to the prognosticate from the analyst of Commodity Information Center Net, China production value of medical devices would be 100 billion in 2010. These data indicate that the irresistibility of the rapid development of the medical devices in China, however, the sales revenue of Chinese medical devices is only 3% in the whole international market, and mostly depend on import, especially for high-tech medical devices, its imported products would be 80-90% compared with the national devices. With the rapid speed of development of medical devices industry, the fact of the research in medical devices is that high tech, high cost, long period, which not only delay the research of medical device and make out of the new product, but also would let the end customer, the patient, assume the high medical expenses.
As the situation of Chinese medical devices nowadays, the medical devices service company, like SH, however, maybe have a chance to enter a development across the stage. Because the service in medical devices now, only remain the item of installation and normal repair, if we could offer some innovated services on the basic of normal things before, such as, offer the help and important information for the research of new product, what's more, make out the "product" as the requirement of the customer, that would be tremendously helpful not only for medical devices service company, but also for the medical manufacturer, even for end user, the patients. That we could get win-win, or triple-win model of innovation service in medical devices industry, which change the medical devices service company from the attachment to a real entity which induce the research and development of medical devices manufacturers and play a important role for the patients.
According to the uniformal modal in medical service, this thesis offer a new service modal concept in this area, "customer-made+experience" modal, which is different from the uniform, no choice, after sales model, in addition, the thesis use the theory of the model of SI4S as the theory, that is new service concept, new customer interface, new transportation system, new technology, which help to offer the service of medical devices a new style of thought and new idea of service. That would give the customer a different interface, train the customer self-service; and transfer the motivation through the system, which make the staff improve their go-aheadism of skill. This service innovation would offer the energy for product R&D and improvement, in addition, that create the concept of bilateral profit both for the manufacture and customer.
引文
[1]梁晓婷,齿慧,杨国忠.欧洲、美国、日本医疗器械标准管理及对我国的启示[J].中国医疗器械信息.2008,14(8)：37-52
[2]李军.我国医疗器械标准现况调研.中国医疗器械杂志[J],2009,33(5),362-368
[3]乔丽华,王恕立.中国医疗器械产业发展现状分析[J].当代经济,2009,(1)：62-63
[4]王晓庆,戚康男.世界医疗器械产业概况及产业结构比较.中国医疗器械信息[J],2008,14(10)：15-21
[5]赵于前,汤井田,桂卫华.我国医疗器械产业发展现状及对策分析[J].高技术通讯,2003,13(9)：(106-110)
[6]陈树志, 我国医疗器械市场现状及趋势分析[J].新材料产业,2009 no.1：(54-56)
[7]干荣富.医药行业2008年回顾与2009年展望.上海医药[J],2009,30(1)：23-26
[8]赵麒,吴凯,吴效明.试分析五种竞争力对我国医疗器械产业结构的影响.中国医学物理学杂志[J],2009,26(1)：967-970
[9]中国市场情报中心.2009年全球及中国医疗器械行业研究报告[R].2008
[10]陈以桢,高惠君.美国、欧盟医疗器械法规概况及我国法规的对比[J].中国医疗器械杂志,2008,32(3)：218-226
[11]李刚,余倩.浅析服务业服务创新[J].商业研究,2004,(4)：179-181.
[12]服务创新[EB/OL] http://wiki.mbalib.com/wiki/%E6%9C%8D%E5%8A%A1%E5%88%9B%E6%96%B0
[13]许庆瑞,吕飞.服务创新初探[J].科学学与科学技术管理,2003,24(3)：34-37.
[14]樊征方.论服务创新中的信息技术支持[J].吉林省经济管理干部学院学报,2009,23(6)：102-104
[15]Barras,R. Towards a Theory of Innovation in Services[J]. Research Policy.1986, (15):161-73
[16]蔺雷,吴贵生.服务创新：研究现状、概念界定及特征描述[J].科研管理,2005,2(26)：1-6
[17]Saviotti, P.P. and Metcalfe, J. S., A theoretical approach to the construction of technological output indicator[J], Research Policy, 1984(13),141-151
[18]原小能.服务创新理论研究述评[J],经济问题探索,2009,11
[19]Aa, W. van der & Elfring T. Realizing innovation in services[J]. Scandinavian Journal of Management,2002,18:155-171
[20]Tidd, J.& Hull, F. (eds).Service innovation:organizational responses to technological opportunities and market imperatives[M]. London:Imperial Gollege Press,2003
[21]Gadrey, J., F. Gallouj & O. Weinstein. New modes of innovation:how services benefit industry [J]. International Journal of Service Industry Management,1995,6(3):4-16
[22]Flikkema M. Exploring service development for understanding Schumpeterian innovation in service finns:the deduction of special case criteria[R]. service Research Memoranda 0001, Free University Amsterdanl, Faculty of Economics, Business Administration and Econometrics,2005.
[23]魏英辉,刘小军.西方服务创新理论研究的发展[J].商场现代化,2009(10),36-38
[24]李春成.区域服务业创新的影响因素、创新能力与创新方式研究[D].天津：天津大学,2008
[25]Berry, L L Shankar, V.,Parish, J. T. Cadwallader, S.& Dotzel, T. Creating new markets through service innovation [J].Sloan Management Review,2006,47(2):56-63
[26]张宇,蔺雷,吴贵生.企业服务创新类型探析[J].科技管理研究,2005,25(9)：130-133
[27]Bart van Ark, Lourens Broersma & Pim den Hertog, Services innovation, performance and policy:http://www.ggdc.net/pub/Siid_papers/synthese%20paper.pdf,2003 a review[EB/OL].
[28]刘书翰.新熊彼特服务创新研究：服务经济理论的新发展.经济社会体制比较[J],2005,4(120)：137-140
[29]蔺雷,吴贵生.服务创新的四维度模型[J].数量经济技术经济研究,2004,21(3)：32-37
[30]Bob Bilder beek, Pim Den Hertog, Goran Marklund, Ian Miles, Service Innovation:Knowledge Intensive Business Service as Co-producers of Innovation, the result of SI4S synthesis paper 3,1998
[31]王向晖.中远集团服务创新模式研究[D].武汉：武汉理工大学,2006
[32]菜巧云.中美航线BCO服务创新研究[D].厦门：厦门大学,2009
[33]邵雅琼.基于现代网络和移动通信技术的旅游服务创新研究[D].上海：上海师范大学,2008
[2]李军.我国医疗器械标准现况调研.中国医疗器械杂志[J],2009,33(5),362-368
[3]乔丽华,王恕立.中国医疗器械产业发展现状分析[J].当代经济,2009,(1)：62-63
[4]王晓庆,戚康男.世界医疗器械产业概况及产业结构比较.中国医疗器械信息[J],2008,14(10)：15-21
[5]赵于前,汤井田,桂卫华.我国医疗器械产业发展现状及对策分析[J].高技术通讯,2003,13(9)：(106-110)
[6]陈树志, 我国医疗器械市场现状及趋势分析[J].新材料产业,2009 no.1：(54-56)
[7]干荣富.医药行业2008年回顾与2009年展望.上海医药[J],2009,30(1)：23-26
[8]赵麒,吴凯,吴效明.试分析五种竞争力对我国医疗器械产业结构的影响.中国医学物理学杂志[J],2009,26(1)：967-970
[9]中国市场情报中心.2009年全球及中国医疗器械行业研究报告[R].2008
[10]陈以桢,高惠君.美国、欧盟医疗器械法规概况及我国法规的对比[J].中国医疗器械杂志,2008,32(3)：218-226
[11]李刚,余倩.浅析服务业服务创新[J].商业研究,2004,(4)：179-181.
[12]服务创新[EB/OL] http://wiki.mbalib.com/wiki/%E6%9C%8D%E5%8A%A1%E5%88%9B%E6%96%B0
[13]许庆瑞,吕飞.服务创新初探[J].科学学与科学技术管理,2003,24(3)：34-37.
[14]樊征方.论服务创新中的信息技术支持[J].吉林省经济管理干部学院学报,2009,23(6)：102-104
[15]Barras,R. Towards a Theory of Innovation in Services[J]. Research Policy.1986, (15):161-73
[16]蔺雷,吴贵生.服务创新：研究现状、概念界定及特征描述[J].科研管理,2005,2(26)：1-6
[17]Saviotti, P.P. and Metcalfe, J. S., A theoretical approach to the construction of technological output indicator[J], Research Policy, 1984(13),141-151
[18]原小能.服务创新理论研究述评[J],经济问题探索,2009,11
[19]Aa, W. van der & Elfring T. Realizing innovation in services[J]. Scandinavian Journal of Management,2002,18:155-171
[20]Tidd, J.& Hull, F. (eds).Service innovation:organizational responses to technological opportunities and market imperatives[M]. London:Imperial Gollege Press,2003
[21]Gadrey, J., F. Gallouj & O. Weinstein. New modes of innovation:how services benefit industry [J]. International Journal of Service Industry Management,1995,6(3):4-16
[22]Flikkema M. Exploring service development for understanding Schumpeterian innovation in service finns:the deduction of special case criteria[R]. service Research Memoranda 0001, Free University Amsterdanl, Faculty of Economics, Business Administration and Econometrics,2005.
[23]魏英辉,刘小军.西方服务创新理论研究的发展[J].商场现代化,2009(10),36-38
[24]李春成.区域服务业创新的影响因素、创新能力与创新方式研究[D].天津：天津大学,2008
[25]Berry, L L Shankar, V.,Parish, J. T. Cadwallader, S.& Dotzel, T. Creating new markets through service innovation [J].Sloan Management Review,2006,47(2):56-63
[26]张宇,蔺雷,吴贵生.企业服务创新类型探析[J].科技管理研究,2005,25(9)：130-133
[27]Bart van Ark, Lourens Broersma & Pim den Hertog, Services innovation, performance and policy:http://www.ggdc.net/pub/Siid_papers/synthese%20paper.pdf,2003 a review[EB/OL].
[28]刘书翰.新熊彼特服务创新研究：服务经济理论的新发展.经济社会体制比较[J],2005,4(120)：137-140
[29]蔺雷,吴贵生.服务创新的四维度模型[J].数量经济技术经济研究,2004,21(3)：32-37
[30]Bob Bilder beek, Pim Den Hertog, Goran Marklund, Ian Miles, Service Innovation:Knowledge Intensive Business Service as Co-producers of Innovation, the result of SI4S synthesis paper 3,1998
[31]王向晖.中远集团服务创新模式研究[D].武汉：武汉理工大学,2006
[32]菜巧云.中美航线BCO服务创新研究[D].厦门：厦门大学,2009
[33]邵雅琼.基于现代网络和移动通信技术的旅游服务创新研究[D].上海：上海师范大学,2008