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Customer-oriented Method to Design Services: Empirical Studies with Two Investment machine Manufacturers
Linköping University, Department of Management and Engineering, Environmental Technology and Management. Linköping University, The Institute of Technology.ORCID iD: 0000-0002-5991-5542
Linköping University, Department of Management and Engineering, Environmental Technology and Management. Linköping University, The Institute of Technology.
2014 (English)Manuscript (preprint) (Other academic)
Abstract [en]

Knowledge in practice on how to design offerings of services and products effectively and efficiently is demanded in manufacturing industries. This article discusses some empirical results obtained from designing services at two manufacturers. One study was achieved with a company who had implemented information-communication networks to their customers and adopted a structured method to design services. It demonstrates that the method worked for a realscaled problem to generate several effective solutions with input of approximately five person-months. This is contributed to largely by the technique addressing customer value through extension of Quality Function Deployment. Simultaneously, it is pointed out that special efforts are needed to prepare the ontology used to describe the model. From an on-going study with the other company, which has been technology-focused, some obstacles and difficulties are described as the first results. The method provides a base to generate and evaluate new service concepts and aligns product/service development processes to satisfy customer value in line with the Functional Product Innovation (FPI) concept.

Place, publisher, year, edition, pages
2014.
Keyword [en]
Servicification of manufacturers; customer value; remote service; service activity; physical product; Product/Service System; Integrated Product Service Engineering; Quality Function Deployment; technology-focus
National Category
Environmental Engineering
Identifiers
URN: urn:nbn:se:liu:diva-106784OAI: oai:DiVA.org:liu-106784DiVA: diva2:718991
Available from: 2014-05-22 Created: 2014-05-22 Last updated: 2015-06-02Bibliographically approved
In thesis
1. Implementing an Integrated Product Service Offering Design Method for Complex Products and Systems
Open this publication in new window or tab >>Implementing an Integrated Product Service Offering Design Method for Complex Products and Systems
2014 (English)Licentiate thesis, comprehensive summary (Other academic)
Abstract [en]

Over the last decade, manufacturing firms have shown increasing interest to shift from selling physical products to providing solutions for customer needs. Several concepts, such as the Integrated Product Service Offering (IPSO), have been developed to support these companies.

This thesis sheds additional light on aspects and consequences of applying the SPIPS (Solution Provider through Integrated Product Service development), an IPSO design method for a Complex Product Systems (CoPS) provider through a case study. The thesis reveals that a CoPS provider could benefit by applying the SPIPS method in terms of improving the environmental performance of CoPS, creating synergy between the SPIPS method and other managerial systems (e.g. Customer Value Management (CVM) and Research & Development (R&D) management) and service-related knowledge integration in the product development process.

The SPIPS method can contribute to the environmental performance of CoPS to a wide extent. In the design phase, the most influential phase, the IPSO design method can provide different options to address the environmental performance of CoPS. In the use phase, with the highest environmental impact, the SPIPS method can facilitate the design of different services which could outperform existing technological solutions for changing physical products in terms of contribution to the environmental performance of CoPS.

Furthermore, the SPIPS method can support CVM through developing analytical trees for customer values. Through evaluating the correlation between design parameters and finding the most important ones, designers can focus on the “hot spot” and managers can assign resources in an effective and efficient way. The customer-centric feature of the IPSO concept can also contribute to CVM in terms of improving the process of evaluating customer value, and by providing customized offerings to meet customer needs.

In addition, based on the SPIPS method a process is developed to prioritize R&D projects with regard to provider value and customer value. Provider value and customer value, which are not always the same, are used as drivers for R&D project prioritization. The value-based Quality Function Deployment (QFD) is used to overcome the difficulty of systematically relating R&D projects with customer value. The value-based QFD improves the process of service-related knowledge integration in the design phase of product development, and provides designers with the opportunity to investigate the total effect of each R&D project on customer value over the product life cycle.

Place, publisher, year, edition, pages
Linköping: Linköping University Electronic Press, 2014. 43 p.
Series
Linköping Studies in Science and Technology. Thesis, ISSN 0280-7971 ; 1671
National Category
Environmental Sciences
Identifiers
urn:nbn:se:liu:diva-106785 (URN)10.3384/lic.diva-106785 (DOI)978-91-7519-290-1 (ISBN)
Presentation
2014-06-04, ACAS, A-huset, Campus Valla, Linköpings universitet, Linköping, 13:15 (English)
Opponent
Supervisors
Available from: 2014-05-22 Created: 2014-05-22 Last updated: 2015-06-02Bibliographically approved

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Sakao, TomohikoTaabodi, Amir

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