Customer-oriented Method to Design Services: Empirical Studies with Two Investment machine Manufacturers
2014 (English)Manuscript (preprint) (Other academic)
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
Servicification of manufacturers; customer value; remote service; service activity; physical product; Product/Service System; Integrated Product Service Engineering; Quality Function Deployment; technology-focus
IdentifiersURN: urn:nbn:se:liu:diva-106784OAI: oai:DiVA.org:liu-106784DiVA: diva2:718991