제4차 산업혁명과 중소기업의 선제적 서비스

Rapid technological progress in the era of 4th Industrial Revolution is inducing fundamental changes in the sphere of production, such as techniques and behaviors of the agents in the sphere. These changes are also likely to induce further changes in status and structure of already existing industries. However, the problem is that most small businesses are not prepared for the innovations of 4th industrial revolution, though it is said that these firms are key to raising the domestic productivity. Small businesses suffer from manpower shortage when they put their personnel into training, lack of skilled human resource and financial constraint, thus setting limits to their capability to prepare for the 4th industrial revolution. This study offers an alternative way for small businesses to avoid such economic conflicts. We offer the concept of proactive service such an alternatives. Proactive service simply means providing service prior to the point of application. This approach does not incur much cost but also helps solving problems that can occur ex-post, thus with better results such as consumer satisfaction and cost reduction. Based on these advantages, this study argues for the necessity of proactive service. Given that this concept is not widespread yet the definition and details of proactive service will also be explained here through review of related literature. Furthermore this research will provide some actual cases of firms that are applying proactive service in their operation, and analyze the improvements this change brought to them. This concrete analysis of actual cases may help small businesses to develop further in current business environment.