Bringing Service Design to manufacturing companies: Integrating PSS and Service Design approaches

Costa, Nina; Patrício, Lia; Morelli, Nicola; Magee, Christopher L.

doi:10.1016/j.destud.2017.09.002

Cited by 82 publications

(71 citation statements)

References 61 publications

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“…PSS architecture can be considered as a network of interconnected systems with “functionality interconnections” among heterogeneous systems and “process interconnection” among homogeneous components . From this viewpoint, PSS consists of a product that can be, for example, a mechatronic system, a service system, ˒ and supportive systems characterized by an integrated development process and a function allocation . Each system is detailed by its components that can be either tangible (hardware, physical infrastructure, mechanical components, etc) or intangible (business processes, information, algorithms, etc) …”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…"PSS-oriented approach is an innovative strategy and value propositions oriented toward delivering value-in-use to customers." 23 Despite the differences in the terminologies, all PSS definitions mentioned a product (hard or tangible element) and a service (soft or intangible element) as the core components of PSS. Besides products and services, Vandermerwe et al (1988) proposed a complete definition that considers "support" and "knowledge" as the other necessary components of PSS.…”

Section: Pss Characteristicsmentioning

confidence: 99%

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Interface modeling for product‐service system integration

Maleki

Belkadi

Bonjour

et al. 2019

Systems Engineering

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Product‐service system (PSS) is proposed as a response to the increasing need for sustainable solutions. To provide PSS, companies develop a customized system interconnecting heterogeneous systems. Consequently, distinguishing and modeling the interfaces in PSS is challenging because of the heterogeneity of its tangible and intangible components and their continuous interactions. To tackle this issue, this paper presents a contribution to interface definition in PSS architecture. It aims at proposing a conceptual model supporting the definition and classification of the interfaces in PSS architecture as a system of systems. Based on systems engineering recommendations, the model defines the interfaces between subsystems and components. The application of the model is illustrated by a pragmatic use case concerning a station‐less bicycle‐sharing system.

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Section: Theoretical Backgroundmentioning

confidence: 99%

Section: Pss Characteristicsmentioning

confidence: 99%

Interface modeling for product‐service system integration

Maleki

Belkadi

Bonjour

et al. 2019

Systems Engineering

View full text Add to dashboard Cite

show abstract

“…Some efforts on similar themes have been done by other researchers. For example, Costa, Patrício, Morelli and Magee detail how the application supports the design of product-service systems, highlighting the physical evidence of service, and contributes to advance design research at the intersection of Product-service Systems and Service Design (Costa et al, 2018). For creating proper design thinking-based approach along with defining the user, usually the understanding of the ecosystem of firms representing the market in question is necessary (West and Di Nardo, 2016).…”

Section: Introductionmentioning

confidence: 99%

Assessment of Applicability of the Service Design Method on Electric Vehicles

Orbulov

Lógó

2019

Period. Polytech. Transp. Eng.

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The objective of our research work is to assess the applicability of the service design methods on electric passenger cars with special focus on the Central European region. To achieve this goal, the classification and critical evaluation of the key customer touchpoints (such as webpages, showrooms, test drives, events etc.) that could be relevant in the whole sales process are necessary, along with the definition of the sales channel can be dedicated as a key tool of the deeper research. Our further objective is to define such elements of the user experience that are only typical in the case of electric vehicles, therefore they require special process design solutions.As an additional research output, our aim is to highlight the different preferences and needs of the users of electric vehicles compared to the online communication of producers. This could be especially significant in interaction design aspects.

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“…Examples of specific techniques used in different stages of service design are service blueprints or customer journeys [63,64], TRIZ (Theory of Inventive Problem Solving) and QFD (Quality Function Deployment) [65,66]. Several reviews of approaches, methods and tools can be found in the literature [67][68][69]. The selected techniques to be applied in this study are briefly presented herein.…”

mentioning

confidence: 99%

A Systems Engineering Approach to Performance-Based Maintenance Services Design

Holgado

2019

Processes

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Traditionally, industrial services have been mainly transaction-based, i.e., the equipment user pays the service provider for getting a job done or providing assistance and support for equipment operations. Recently, a trend has emerged of increasing the relational perspective of these services, which are becoming more oriented towards customer value and service performance levels. Among these emergent industrial services, performance-based services represent an opportunity for equipment manufacturers to transform their service offerings towards more relational and customer-oriented services. The purpose of this work is to study the design of a generic performance-based maintenance service under a novel perspective given by systems engineering. This paper is intended to serve as a starting point to fully understand this type of services and to develop a method that can support equipment manufacturers who wish to advance their service offerings.

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Bringing Service Design to manufacturing companies: Integrating PSS and Service Design approaches

Cited by 82 publications

References 61 publications

Interface modeling for product‐service system integration

Interface modeling for product‐service system integration

Assessment of Applicability of the Service Design Method on Electric Vehicles

A Systems Engineering Approach to Performance-Based Maintenance Services Design

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