Study on the Simulation Modeling in the Business Ecosystem of Japanese Maintenance Services

Abstract

In recent years, third party enterprises are going into the various maintenance business actively. These firms enter into the maintenance market of the information systems, marine engines, automobile, construction machineries and elevators/escalators in Japan. However, current state of the markets isn't desirable for manufacturers and customers, since there are problems in the maintenance quality provided by third party enterprises. The supply of inexpensive and low-quality maintenance service has a negative influence on the business ecosystem which consists of manufacturers, customers and third party enterprises. The negative influence damages the reliability of the whole products. Thus, this research elucidates the business ecosystem in the maintenance business and derives the activities each player should carry out for quality improvement. As a result of system dynamics and case analysis, we found the importance of the exchange of quality information between manufacturer and third party enterprises. When quality information exchange is carried out, it is expected that the business ecosystem of maintenance service will expand.