Ali Rıza İNCE, Derya KUTLU, Murat Sami BAYKIZ

SANAYİ DEVRİMLERİ TARİHSEL SÜRECİNDE MÜŞTERİNİN DEĞİŞEN ROLÜ

Endüstri 4.0; ürün geliştirmeden tedarik üretim, pazarlama, satış sonrası servise kadar ürün yaşam döngüsündeki bütün aşamalarda insan-ürün-makine-bilgi faktörlerinin birbirleriyle ilişkili olduğu ve müşteri isteklerinin her aşamada etkin ve belirleyici olduğu sistematik bir süreci mümkün kılmaktadır. Önceki sanayi devrimlerinde yaşanan pek çok önemli değişim gibi yeni sanayi devriminde de firmaların odak noktaları, müşteriye yüklemiş oldukları anlam ve müşterilerin rolü konusunda önemli değişimler gerçekleştiği görülmektedir. Literatür çalışması ve piyasaya dair gerçekleştirilen görüşme ve gözlemler doğrultusunda yapılan bu nitel çalışmada, firmaların odak noktaları, müşteri algısı ve rolü konusunda, sanayi devrimleri arasındaki farklar ve sanayi 4.0'daki yansımaları ortaya konmuştur. Buna göre; müşteri, birinci ve ikinci sanayi devriminde, ürün odaklı bir yaklaşım çerçevesinde sadece ürünü satın alan bir kişi iken, üçüncü sanayi devriminde müşteri odaklı yaklaşımla kendisine göre ürün tasarlanan bir veri sağlayıcı rolünü sergilemiş, dördüncü sanayi devriminde ise değer odaklı yaklaşım çerçevesinde daha geniş kapsamlı bir rol üstlenerek, ürünü birlikte tasarlayan, üretime katkı sunan kişi konumuna gelmiştir.

The Changing Role of the Customer in the Historical Process of Industrial Revolutions

Industry 4.0; uncover and product development on the basis of customer requests from procurement, production, marketing, after-sales service people at all stages in the product life cycle-product-machine-information factors were associated with each other and the customer requests that is active and decisive in all stages of a systematic process that makes it possible. Like many important changes in the industrial revolutions, there are also significant changes in the focus points of companies, the meaning they have imposed on the customer, and the role of customers. In this study, conducted in accordance with the literature study and market observations, the differences between the industrial revolutions and their reflections in Industry 4.0 were revealed in terms of focus, customer perception and role. Accordingly; the first and Second Industrial Revolution in customer, product-oriented approach in the framework of a person who only buys the product, while the product is designed in a customer-focused approach, the Third Industrial Revolution by itself with a data provider that demonstrated the role of the Fourth Industrial Revolution, a value-oriented approach by taking on a broader role within the framework of the product together with the design, production contribution to a location that offers it.

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