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This study investigates the organizational capabilities and service models required by information technology (IT) service providers to support Industry 4.0 and digital transformation. Grounded in the resource-based view, lean manufacturing, and value creation perspectives, a qualitative approach is employed through case interviews with Taiwanese IT service providers to examine capability development. The findings classify IT services into functional and solution-based models and identify six key organizational capabilities: human resource management, knowledge absorption and co-creation, IT application, collaborative partnership, problem-solving and continuous improvement, and relationship-building and maintenance. Results further show that the deployment and application of these cap abilities vary across service models. This research provides theoretical insights and practical implications into how providers can enhance their organizational capabilities to meet the evolving demands of Industry 4.0.
Lu Mei Wang (Wed,) studied this question.