Customer Needs in the Development of Business Models Focused on Servitization (Industry 4.0)

Digitalization and the large amounts of information currently handled in the industry are increasing the complexity of servitization, specifically since the outset of Industry 4.0. In this sense, the objective of this study is to identify the needs and key factors of the clients of the study of origin of a leading company in the machine tool sector in the field of Industry 4.0, by conducting semi-structured surveys of different management profiles in leading companies in the automotive sector. The results obtained show eight new concepts grouped together with their respective key value factors that can serve to develop business models adapted to Industry 4.0 in the machine tool sector. A deeper analysis has made it possible to define the measurement of parameters/work systems and the service portfolio as the most outstanding concepts of this research, due to the improvement that contributes to reducing machine downtime and increasing productivity. Finally, it can be concluded that the scientific development of both concepts is an active field in the academic community, however, new concepts are included that open up new fields of research. Key Words: Servitization, Digitalization, Industry 4.0, Customer Needs, Machine tool