支撑大型企业集团数字化转型的“4S店”服务模式和创新实践  

Supporting the Digital Transformation of Large Enterprise Groups through Innovative Service Models of“4S Dealerships”

作　　者：马卫华 王巍 金敬超 翟冠惟 熊丹丹 Ma Weihua;Wang Wei;Jin Jingchao;Zhai Guanwei;Xiong Dandan(Beijing Shenzhou Aerospace Software Technology Co.,Ltd.,Beijing 100094,China)

机构地区：[1]北京神舟航天软件技术股份有限公司,北京100094

出　　处：《数字化转型》2025年第4期76-82,共7页

摘　　要：随着数字经济的蓬勃发展,国资央企等大型企业集团加快数字化转型步伐,组建专业化的数科类公司,用数字化创新发展推动产业变革升级。作为大型企业集团数字化转型的重要支撑力量,数科类公司既要应对业务主导性不足、体制机制固化、市场竞争加剧及网络安全风险等挑战,又要持续提升数字化能力以提供更适配的解决方案。为解决这一系列问题,本文提出“人在身边、心在身边、力在身边”的服务理念,通过业务与技术双轮驱动,构建以整体解决方案(Solution)、伴随式服务(Service)、调研反馈(Survey)及可持续商务(Sales)为核心的“4S店”服务创新体系,通过“在用户身边”的伴随式数字化转型服务,实现从用户需求洞察到价值共创的闭环。With the thriving development of the digital economy,large state-owned enterprises(SOEs)such as central SOEs have been accelerating their digital transformation efforts.They are establishing specialized digital technology companies to drive innovation through digital means and facilitate industrial transformation and upgrading.As a key support force in the digital transformation of large enterprises,the digital technology companies must address challenges such as insufficient business dominance,rigid systems and mechanisms,intensified market competition,and cybersecurity risks while continuously enhancing their digital capabilities to provide more tailored solutions.To address these challenges,this paper proposes that the digital technology companies adopt a service philosophy of"people nearby,hearts nearby,and strength nearby,"with a dual-driven approach of business and technology.They should build a 4S service innovation system centered on holistic solutions(Solution),accompanying services(Service),surveys and feedback(Survey),and sustainable commerce(Sales).Through"close-at-hand"accompanying digital transformation services,the digital technology companies can achieve a closed-loop from user demand insights to co-created value.

关 键 词：数字化转型 “4S店”服务 数科类公司 

分 类 号：F270.7[经济管理—企业管理]