Title: Improving Industry 4.0 through service science

Authors: Agostinho Da Silva; Andreia Dionísio; Luís Coelho

Addresses: CEFAGE, Universidade de Évora, Portugal; MARE – Marine and Environmental Sciences Centre, Polytechnic of Leiria, Instituto Superior de Gestão, Portugal ' CEFAGE, Universidade de Évora, Évora, Portugal ' CEFAGE, Universidade de Évora, Évora, Portugal

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.

Keywords: service science; Industry 4.0; internet of things; IoT; cyber-physical systems; CPSs; key concern indicators; KCI.

DOI: 10.1504/IJSSCI.2020.113189

International Journal of Services Sciences, 2020 Vol.7 No.2, pp.58 - 80

Received: 04 Apr 2019
Accepted: 10 Apr 2020

Published online: 23 Feb 2021 *

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