A Fuzzy ANP-QFD Methodology for Determining Stakeholders in Product-Service Systems Development from Ecosystem Perspective

Abstract

Recently the competition between firms is transforming from “firm vs. firm” to “ecosystem vs. ecosystem”. To fulfil the personalized customer requirements for a high-quality product-service in the age of servitization and sustainability, it is difficult for an individual actor to realize it. The product-service system (PSS) is naturally an integration of product and service. The final product-service of PSS that depends on a tangible product and intangible service, calls for value co-creation of multi-stakeholders. However, most existing related works have investigated PSS from the perspective of a supply chain or network, PSS in the view of an ecosystem of multi-stakeholders lacks sufficient exploration, especially the topic on the relationship between product-service and stakeholders. To fill the gap, this paper proposed a framework for the PSS ecosystem with quality function deployment (QFD) and fuzzy analytic network process (fuzzy ANP) to determine the stakeholders by clarifying the relationship between the final integrated product-service and stakeholders. Firstly, the PSS ecosystem structure was presented, including the stakeholders. Secondly, a model with the three-stage fuzzy ANP-QFD approach to determine stakeholders was employed. Thirdly, the specific process of the three-stage approach was presented. An illustrative case study of the automobile aftermarket was presented to verify the proposed model and approach. Discussions and future directions concluded this paper.

AQFD‐based approach for the development of smartproduct‐servicesystems

“…Such an approach is integrated by the TRIZ method, aimed at solving the contradictions of the outcomes of each phase. Differently, Yin et al 71 proposed a three‐phase approach, where for each phase two different HoQ are used as follows:in the first phase, starting from the CRs one HoQ concerns the product quality characteristics, while the second HoQ is related to the service quality characteristics; in the second phase, starting from the product and quality characteristics included in the quality bill of materials (QBOM), the product and service bill of materials (BOM) attributes are derived and weighted; in the third phase, these weighted attributes (from the product and the service standpoints) are correlated to the stakeholders' features. …”

“…Such an approach is integrated by the TRIZ method, aimed at solving the contradictions of the outcomes of each phase. Differently, Yin et al 71 proposed a three-phase approach, where for each phase two different HoQ are used as follows:…”

“…Finally, it must be noted that, even though some examples related to advanced models for QFD for PSS exist, 71,101 in this study the use of tools to augment the effectiveness of the HoQ was not taken into account as it was not the core of the research. Accordingly, further research on the integration of the proposed method with tools such as AHP or ANP techniques can provide clearer information on the interaction between product, service, and IT features.…”

Early stakeholder modeling and analysis: New mobility services (Product Service Systems of Systems)

“…Studies in Refs. 12–15 focus on value co‐creation. Other studies 16–19 propose collaborative value network models describing business partnerships PSS development and operation.…”

Sustainable Product-Service Systems Customization: A Case Study Research in the Medical Equipment Sector

“…For example, Haber et al [44] integrated it with FAHP and the Kano model to improve the RSPSs' elicitation, while Fargnoli and Haber [59] used the ANP approach to better estimate mutual interactions among PSS elements. A more comprehensive approach was proposed by Yin et al [60], who used a three-stage fuzzy ANP-QFDforPSS approach to investigate the relationship between PSS offerings and stakeholders. In particular, this study was aimed at supporting the decision-making of the stakeholders' selection in PSS development from the quality management perspective.…”