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Implementing an Integrated Product Service Offering Design Method for Complex Products and Systems
Linköping University, Department of Management and Engineering, Environmental Technology and Management. Linköping University, The Institute of Technology.
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: urn:nbn:se:liu:diva-106785DOI: 10.3384/lic.diva-106785ISBN: 978-91-7519-290-1 (print)OAI: oai:DiVA.org:liu-106785DiVA: diva2:719018
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
List of papers
1. Customer-oriented Method to Design Services: Empirical Studies with Two Investment machine Manufacturers
Open this publication in new window or tab >>Customer-oriented Method to Design Services: Empirical Studies with Two Investment machine Manufacturers
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.

Keyword
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:nbn:se:liu:diva-106784 (URN)
Available from: 2014-05-22 Created: 2014-05-22 Last updated: 2015-06-02Bibliographically approved
2. Integrating PSS Design Methods with Systems for Customer Value Management and Customer Satisfaction Management
Open this publication in new window or tab >>Integrating PSS Design Methods with Systems for Customer Value Management and Customer Satisfaction Management
2011 (English)In: Functional Thinking for Value Creation: Proceedings of the 3rd CIRP International Conference on Industrial Product Service Systems, Technische Universität Braunschweig,Braunschweig Germany, May 5th - 6th, 2011 / [ed] J. Hesselbach, C. Herrmann, Berlin, Heidelberg: Springer-Verlag , 2011, 99-104 p.Chapter in book (Refereed)
Abstract [en]

Manufacturers today are increasingly focusing on services and concepts such as Product Service Systems (PSS) and Integrated Product Service Engineering (IPSE) have been getting more attention. On the other hand, there are various existing methods/systems in companies. Some aim at managing customer value or/and customer satisfaction. Based on some empirical results obtained from an attempt to design PSS at a manufacturer in Sweden Customer Received Value (CRV) is defined as an index to integrate Customer Value Management (CVM) and Customer Satisfaction Management (CSM). The results reveal the benefits of using PSS as an approach to manage CVM and CSM.

Place, publisher, year, edition, pages
Berlin, Heidelberg: Springer-Verlag, 2011
Keyword
Implementation, empirical study
National Category
Other Mechanical Engineering
Identifiers
urn:nbn:se:liu:diva-71132 (URN)10.1007/978-3-642-19689-8 (DOI)978-3-642-19688-1 (ISBN)
Note

The DOI link goes to the book.

Available from: 2011-09-30 Created: 2011-09-30 Last updated: 2015-06-02Bibliographically approved
3. Incorporation of Product/Service System Concept in R&D for Complex Products and Systems
Open this publication in new window or tab >>Incorporation of Product/Service System Concept in R&D for Complex Products and Systems
2014 (English)In: Serviceology for Services: Selected papers of the 1st International Conference of Serviceology, Part IV / [ed] Masaaki Mochimaru, Kanji Ueda and Takeshi Takenaka, Tokyo, Japan: Springer-Verlag Tokyo Inc., 2014, 117-124 p.Conference paper, Published paper (Refereed)
Abstract [en]

In the field of complex products and systems (CoPS), a provider faces a constant challenge in choosing the most suitable R&D projects, and not only to fulfil customer value, but also to improve provider value. This paper presents a method to deal with this challenge using the Analytical Hierarchy Process (AHP) as a framework and a design method for the Product/Service System concept. In the proposed method, customer value and provider value are used as two drivers for R&D project selection. Based on an empirical result, the paper describes how the proposed procedure systematically supports the company’s R&D project selection.

Place, publisher, year, edition, pages
Tokyo, Japan: Springer-Verlag Tokyo Inc., 2014
Keyword
Analytical Hierarchy Process (AHP), R&D project prioritization, Product Service System (PSS)
National Category
Environmental Engineering
Identifiers
urn:nbn:se:liu:diva-102336 (URN)10.1007/978-4-431-54816-4_13 (DOI)978-4-431-54815-7 (ISBN)978-4-431-54816-4 (ISBN)
Conference
ICServ 2013, The 1st International Conference on Serviceology, Tokyo, Japan, October 16-18 2013.
Available from: 2013-12-05 Created: 2013-12-05 Last updated: 2016-02-19Bibliographically approved

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Taabodi, Amir

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