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Service conflict identification and resolution for design of product-service offerings
School of Economics and Management, Beihang University, China.
Linköping University, Department of Management and Engineering, Environmental Technology and Management. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0002-5991-5542
2016 (English)In: Computers & industrial engineering, ISSN 0360-8352, E-ISSN 1879-0550, Vol. 98, 91-101 p.Article in journal (Refereed) Accepted
Abstract [en]

Many manufacturers today are striving to provide high value-addedproduct-service offerings (PSO) to their customers. PSO has heterogonous structureand various requirements, which may lead to technical attributes' conflicts during thedesign process. The conflicts will lead to the difficulty of concept generation, increaseof service delivery failure, and eventually the decrease of customer satisfaction.However, the conflicts in PSO design areas are more intangible and harder toformulate. Moreover, those conflicts are often resolved with trial and error methods inad hoc processes, which largely depend on the designer’s intuition. Thus, in this paper,the authors propose a systematic method to identify PSO design conflicts and resolvethem. The proposed method is based on the approach of service function andattributes analysis, group decision making with unbalanced linguistic label set andTRIZ methodology. In addition, a case study of design conflict identification andresolution for elevator service reveals the feasibility and potentials of the proposedmethod.

Place, publisher, year, edition, pages
Elsevier, 2016. Vol. 98, 91-101 p.
Keyword [en]
Service Function and Attribute Analysis (SFAA), Design Conflict Identification, Design Conflict Resolution, Product/Service System (PSS)
National Category
Computational Mathematics
URN: urn:nbn:se:liu:diva-128270DOI: 10.1016/j.cie.2016.05.019OAI: diva2:930483
Mistra - The Swedish Foundation for Strategic Environmental Research, DIA 2014/16
Available from: 2016-05-24 Created: 2016-05-24 Last updated: 2016-06-10

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Sakao, Tomohiko
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