A Method for Service Function Improvement Starting From the Service Delivery Process

2010 ◽  
Author(s):  
Masataka Nakajima ◽  
Hiroshi Kato ◽  
Yoshiki Shimomura
Keyword(s):  
Service Delivery ◽  
Customer Value ◽  
Service Providers ◽  
Manufacturing Sector ◽  
Service Systems ◽  
Service Engineering ◽  
Service Function ◽  
Product Service ◽  
Service Activities ◽  
Product Service Systems

In the manufacturing sector, product-service systems (PSSs) have attracted considerable attention as a means to unify and integrate the design of products and services. In order to maximize customer value, the design of products and services should be integrated. Thus far, unified schemes related to service activities and product behaviors have been proposed in the field of service engineering. In these approaches, services are modeled from the viewpoint of function, and a service delivery process that is based on service activities and product behaviors is developed. However, when service providers attempt to improve their service, the existing PSS methods are inadequate from the viewpoint of providing suggestions for improvement. Therefore, this research aims to establish a method for PSSs to suggest improvements in their own service. Thus, in this paper, the authors propose a method for service function improvement that involves analysis of the service delivery process and enhances customer value.

scholarly journals Configuring New Business Models for Circular Economy through Product–Service Systems

2019 ◽  
Vol 11 (13) ◽  
pp. 3727 ◽  
Author(s):  
Marina P. P. Pieroni ◽  
Tim C. McAloone ◽  
Daniela C. A. Pigosso
Keyword(s):  
Circular Economy ◽  
Customer Value ◽  
Business Models ◽  
Service System ◽  
Service Systems ◽  
Product Service System ◽  
Product Service ◽  
New Business ◽  
Product Service Systems ◽  
New Business Models

Product—service systems (PSSs) are often outlined as potential enablers of new business models for circular economy. However, not all business models based on product-service systems have superior circularity potential. This research demonstrates how the application of a previously developed business model configurator for circular economy can support the design and assessment of customer value, economic and resource decoupling potential for product-service system business models in practice. By applying action research in two Nordic manufacturing companies from the furniture sector, different business model concepts based on product-service systems were proposed and assessed. Results indicate positive uptake by companies regarding the usefulness of the obtained outcomes. This research identified two key findings about ‘product-service system business models for circular economy’: (i) their configuration should fulfil certain simultaneous conditions—i.e. superior customer value, economic growth, and resource decoupling potential—to contribute to circular economy; and (ii) they are often ‘niche solutions’, fulfilling specific needs and customer segments, and more likely to flourish with certain types/characteristic of products, segments or geographical locations. Lastly, a framework outlining the conditions and trade-offs for assessing the circularity potential of business models based on product-service systems is introduced as one of the key contributions.

A Service Engineering framework to design and configure Product-Service Systems

2013 ◽  
Vol 46 (7) ◽  
pp. 263-268 ◽  
Author(s):  
Giuditta Pezzotta ◽  
Fabiana Pirola ◽  
Fumiya Akasaka ◽  
Sergio Cavalieri ◽  
Yoshiki Shimomura ◽  
...  
Keyword(s):  
Service Systems ◽  
Service Engineering ◽  
Product Service ◽  
Product Service Systems

Product-Service Systems Design Process Based on Activities and Functions

2010 ◽  
Author(s):  
Yong Se Kim ◽  
Sang Won Lee ◽  
Joo Won Maeng ◽  
Chang K. Cho
Keyword(s):  
Design Process ◽  
Service Providers ◽  
Systems Design ◽  
Service Systems ◽  
Concept Generation ◽  
Product Service ◽  
Target Values ◽  
The Relationship ◽  
Product Service Systems ◽  
Function Activity

As consumers demand diverse values reflecting their individual needs and wants from various viewpoints, including economical, ecological and experiential concerns, more comprehensive and more flexible ways to provide values to consumers are desired. Product-Service Systems (PSS) have been proposed as a solution to realize such diverse value provision. In this paper, a systematic methodology for designing PSS based on activities and functions is proposed, which is much different from the case of product design. The proposed PSS design process includes the following six steps: requirement identification and value proposition, stakeholder activity design, PSS functional modeling, function-activity mapping and PSS concept generation, PSS concept detailing and PSS concept prototyping. In the proposed PSS design process, the activities of stakeholders are defined and analyzed via service blueprint. The functions of PSS fulfilling target values are then defined and represented with the specification service providers and service receivers, and they are further decomposed into sub-functions. Then the relationship between stakeholder activities and functions are established by considering associated stakeholders, and the PSS concepts are generated by mapping product and service elements. Sample case studies are conducted to validate the proposed PSS design process.

scholarly journals Towards an Uncertainty Framework for Product Service Systems of Systems

2019 ◽  
Vol 1 (1) ◽  
pp. 3121-3130
Author(s):  
Sarra Fakhfakh ◽  
Andreas Makoto Hein ◽  
Marija Jankovic ◽  
Yann Chazal
Keyword(s):  
Service Providers ◽  
System Of Systems ◽  
Service Systems ◽  
Manufacturing Companies ◽  
Systems Of Systems ◽  
Concept Definition ◽  
Product Service ◽  
Comprehensive Framework ◽  
Constituent Elements ◽  
Product Service Systems

AbstractProduct Service Systems (PSS) are increasingly complex and collaborative. For instance, manufacturing companies, service providers, and other companies collaborate and jointly develop and operate a PSS (ex: smart grid), where its constituent elements are managed and operated independently. Managerial independence and operational independence are commonly considered key characteristics of a System of Systems (SoS). Hence, a collaborative PSS exhibits System of Systems (SoSs) characteristics. These systems have previously been introduced as Product Service Systems of Systems (PSSoSs). In this paper, we propose to identify relevant uncertainties in the PSSoS design process. For this purpose, we go beyond the PSSoS concept definition and propose a comprehensive framework for PSS and PSSoS characterization. Moreover, based on both a literature review and an industrial diagnosis, we identify PSSoSs-specific design uncertainties.

scholarly journals PSS DESIGN INNOVATION: PROTOTYPING IN PRACTICE

2020 ◽  
Vol 1 ◽  
pp. 1355-1364
Author(s):  
R. Ruvald ◽  
A. Larsson ◽  
C. Johansson Askling ◽  
A. Bertoni
Keyword(s):  
Customer Value ◽  
New Product ◽  
Service Systems ◽  
Boundary Object ◽  
Heavy Equipment ◽  
Product Service ◽  
Support Tools ◽  
Radical Shift ◽  
Product Service Systems ◽  
Made In

AbstractHeavy equipment manufacturers recognise an opportunity to realise customer value gains through offering new Product-Service Systems. Such transition implies a radical shift in how new systems are designed. Based on a set of interviews the paper investigates how radical PSS innovation can be enabled by the use of physical prototypes as boundary object to navigate early PSS design ambiguity. On such basis, suggestions for augmenting existing support tools are made in relation to the existing literature.

scholarly journals A representation framework of product–service systems

2020 ◽  
Vol 6 ◽  
Author(s):  
Yong Se Kim
Keyword(s):  
Customer Value ◽  
Service Systems ◽  
Model Interaction ◽  
Business Innovation ◽  
Service Business ◽  
Time Space ◽  
Product Service ◽  
Representation Method ◽  
Product Service Systems ◽  
Significant Attention

Product–service systems (PSSs) have drawn significant attention as a driver for business innovation and manufacturing servitization. A PSS is a system of products and services, supporting networks and infrastructure that are designed to satisfy customer needs and to generate values. In this paper, a representation framework for PSSs with eight spaces of product, customer, value, actor, service, business model, interaction context and time space has been proposed to help compare different PSSs and to support the design process. A PSS repository using the representation framework has been developed. To illustrate the representation method and its utility, 15 industry PSS cases are briefly introduced, and comparisons of these cases using the PSS representation framework and similarity assessments are explained. The utilities of the framework in designing PSSs and in analyzing and planning manufacturing servitization are discussed as well.

scholarly journals Service delivery system design for risk management in sharing-based product service systems: a customer-oriented approach

2020 ◽  
Vol 40 (4) ◽  
pp. 459-479
Author(s):  
Simon Hazée ◽  
Yves Van Vaerenbergh ◽  
Cécile Delcourt ◽  
Sertan Kabadayi
Keyword(s):  
Risk Management ◽  
Service Delivery ◽  
System Design ◽  
Delivery System ◽  
Sharing Economy ◽  
Service Systems ◽  
Service Delivery System ◽  
Content Type ◽  
Product Service ◽  
Product Service Systems

PurposeOrganizations increasingly develop and offer sharing services enabled by means of product-service systems (PSS). However, organizations offering sharing-based PSS face a unique set of design challenges and operational risks. The purpose of this paper is to provide researchers and practitioners with customer-based insights into service delivery system design and risk management for sharing-based PSS operational success.Design/methodology/approachThis qualitative study combines in-depth interviews with supplementary, multidisciplinary literature and secondary firm data. In total, the authors conducted 56 semi-structured interviews with diverse customers across different business-to-customer (B2C) PSS settings.FindingsFirst, the authors develop an integrative conceptual framework that reveals what structural and infrastructural design choices customer expect organizations to make for mitigating risks and enhancing customer-perceived value in the sharing economy. These design choices may influence customers' trust and control perceptions in all actors involved in the service delivery system. Second, the results suggest that sharing value proposition, customer-perceived level of consequentiality and level of customer-supplied resources are contingency factors that need to be considered when making design decisions for risk management in the sharing economy.Originality/valueThis study extends Sampson's Unified Service Theory by proposing that, with sharing-based PSS, production flows from customers to customers. This situation creates unique challenges for operations management. This paper extends current understanding of the role, characteristics and contingencies of service delivery system design for risk management in the sharing economy. In doing so, authors challenge common wisdom and suggest understanding both the organizational and customers' individual contexts is critical for (contingency) theory and practice.

Vernetzung und Interaktionsarbeit in Smarten Technischen Services/Networking and interaction work in Smart Technical Services

2020 ◽  
Vol 110 (07-08) ◽  
pp. 545-550
Author(s):  
Jörg Abel ◽  
Peter Ittermann ◽  
Tobias Wienzek ◽  
Sandra Kaczmarek ◽  
Hanna Middendorf
Keyword(s):  
Business Models ◽  
Service Providers ◽  
Service Systems ◽  
Product Service ◽  
Maintenance Work ◽  
Product Service Systems ◽  
Technical Services

Mit fortschreitender Digitalisierung und Vernetzung der Produktion gewinnen Technische Services zunehmend an Bedeutung. Diese Services sind durch eine enge Vernetzung und Interaktion zwischen Produktionsausrüstern, Dienstleistern und Anwenderunternehmen gekennzeichnet, sichern die Anlagenverfügbarkeit und erlauben die Entwicklung von Geschäftsmodellen zu lösungsorientierten Produkt-Service-Systemen. Insbesondere der aus der Zunahme smarter Technischer Services resultierende Wandel wird sich auf die Instandhaltungsarbeit auswirken. Der Beitrag skizziert mögliche Veränderungen und deren Folgen, die im BMBF-Projekt „Visits“ untersucht werden. Auf der Basis einer Typologie von Interaktionsarbeit in Technischen Services werden Kriterien Guter Interaktionsarbeit zwischen Dienstleister und Kunden abgeleitet.   As digitalization and networking of production progress, technical services are becoming increasingly important. These services are characterized by close networking and interaction between machine and plant manufacturers, service providers and user companies, ensure the availability of the plants and thus enable the development of business models into solution-oriented product service systems The change resulting from the increase in smart technical services will have a particular impact on maintenance work. The article outlines possible changes and their consequences, which are being investigated in the BMBF project ,Visits‘. On the basis of a typology of interaction work in technical services, criteria for good interaction work between service providers and customers are derived.

Konzipierung industrieller Produkt-Service Systeme*/Designing Industrial Product-Service Systems

2015 ◽  
Vol 105 (07-08) ◽  
pp. 533-540
Author(s):  
Y. Song ◽  
M. Herzog ◽  
B. Bender ◽  
D. Meuris
Keyword(s):  
Customer Value ◽  
Business Models ◽  
Early Stage ◽  
Research Strategy ◽  
Service Systems ◽  
Industrial Product ◽  
Stage Of Development ◽  
Product Service ◽  
Strategy Map ◽  
Product Service Systems

Die Transformation zum Anbieter industrieller Produkt-Service Systeme (IPS²) mit kundennutzenorientierten Geschäftsmodellen stellt Unternehmen vor enorme Herausforderungen. Die hier dargestellte Forschungslandkarte soll eine Übersicht wegweisender Erkenntnisse und methodischer Lösungsansätze zur Unterstützung insbesondere in der maßgebenden frühen Entwicklungsphase bieten.   The transformation into a provider of industrial product-service systems (IPS²) with business models that are oriented on the customer value confronts business companies with serious challenges. The research strategy map shown here is intended to provide an overview of key conclusions and methodical approaches to support particularly the determining early stage of development.

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