Characterising product-service systems in the healthcare industry

Abstract

Since the 1970s, marketing and innovation management communities have been investigating how to incorporate customer-desired functions into new product and service designs. These wide-ranging enquiries have shed light on the impact of lead-user engagement in new product development, demonstrated ways to examine service production and delivery, such as the use of 'line of visibility' in service blueprints and the modelling of 'service encounters', and have created new terms such as 'value co-creation'. Despite these efforts, recent reviews have identified the lack of an holistic approach to new product-service system (PSS) development. This deficiency needs to be rectified, especially for complex PSS developments in regulated industries such as healthcare, as often there are multiple stakeholders posing conflicting priorities to the development team. This paper describes a novel PSS characterisation approach that supports the early-stage new PSS development process. The approach is originated from eleven healthcare case studies, involving twenty-five new products, services and PSSs. Following the methodology of action research, further cases are selected for the application of the approach to a new product, service or PSS concept in facilitated workshops. Initial implications of employing this approach in three cases are discussed in this paper.

Managing intellectual capital in healthcare organizations. A conceptual proposal to promote innovation

“…The servitization strategy in healthcare is not a new concept (Yip et al, 2015), and digital servitization has been used as a strategy to enable more fluid and efficient dynamics within the healthcare value chain. In other words, Industry 4.0 opens a new avenue for managing structural capital in healthcare.…”

Connecting digital pharma and e-healthcare value networks through product-service design: a conceptual model

“…This captures a product-service spectrum ranging from customers owning a tangible product with addon services (such as maintenance), through to the sharing and leasing of products, and services that completely replace product ownership (voicemail services). In addition, we introduce two more recent variations from the literature -'Integration-oriented' and 'Service-oriented' (Yip, Phaal, & Probert, 2015).…”

“…Despite the fact that the concept holds great potential to address major challenges within healthcare , PSSs are relatively unexplored in the literature (Mittermeyer, et al, 2011) with limited examples reported (Yip, et al, 2015); (Ryan, et al, 2014); (Velikanov, et al, 2013) (Köbler, et al, 2009) and (Ajai, et al, 2009). In the context of this study Ajai et al, (2009) detail the design of a results-orientated PSS for point-of-care devices, with a case study to collect and transmit health data back to healthcare professionals, enabling the provision of remote services (see Figure 2).…”

Modeling for Rapid Systems Prototyping: Hospital Situational Awareness System Design

“…In order to effectively communicate the information with various stakeholders, to produce insights with respect to the information and to support information-based collaborative work, the information should be well structured and clear, preferably standardized [12][13][14]. An information-driven SA system can be designed as a digital twin of a product-service system and may therefore provide the desired-but challenging to obtain-service context for healthcare product-service system development [15][16][17]. Furthermore, having an SA system which reflects the design of the hospital and its services as well as their up-to-date situation is well aligned with two dominant roles of product-service systems in healthcare: a design tool (e.g., a tool for designing hospital services and business) and a systems thinking decision-support tool [2].…”