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Integrating QFD for Product-Service Systems with the Kano model and fuzzy AHP
Department of Mechanical and Aerospace Engineering, ‘Sapienza’ University of Rome, Rome, Italy.ORCID iD: 0000-0003-3095-406X
Department of Mechanical and Aerospace Engineering, ‘Sapienza’ University of Rome, Rome, Italy.ORCID iD: 0000-0002-3007-089X
Linköping University, Department of Management and Engineering, Environmental Technology and Management. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0002-5991-5542
2018 (English)In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371Article in journal (Refereed) Epub ahead of print
Abstract [en]

The paper proposes a systematic procedure for the development of Product-ServiceSystems (PSSs) by focusing on the analysis of customer requirements, and theselection of those that can practically enhance the offerings’ value. With this goal inmind, the Quality Function Deployment for Product Service Systems (QFDforPSS)method was augmented by means of the Kano model to filter the customers’ needsand transform the attractive ones into Receiver State Parameters (RSPs), as thecornerstone of QFDforPSS. Then, to properly assess these parameters and theirinherent uncertainty, the Fuzzy Analytical Hierarchy Process (FAHP) method wasalso integrated into the procedure. To validate the proposed procedure, it wasimplemented in a case study in the medical devices sector, in collaboration with ahaemodialysis equipment manufacturer, which operates in a regulated market ofproduct-oriented services.

Place, publisher, year, edition, pages
Taylor & Francis Group, 2018.
Keywords [en]
product-service system (PSS); service design; quality function deployment (QFD); customer requirements; medical devices; regulated market
National Category
Other Engineering and Technologies
Identifiers
URN: urn:nbn:se:liu:diva-152475DOI: 10.1080/14783363.2018.1470897Scopus ID: 2-s2.0-85046481984OAI: oai:DiVA.org:liu-152475DiVA, id: diva2:1260527
Funder
Mistra - The Swedish Foundation for Strategic Environmental Research, 2014/16Available from: 2018-11-03 Created: 2018-11-03 Last updated: 2019-03-21Bibliographically approved

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Sakao, Tomohiko

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