Service development in product-service systems: a maturity model

Abstract

The paper proposes a model for assessing the maturity of New Service Development (NSD) processes in manufacturing companies that offer product-services. The model adopts a five-stage scale, on which key elements are evaluated according to the following dimensions: 1) the approach used to manage processes and projects; 2) the use of specific resources, skills and tools; 3) the involvement of customers, suppliers and other stakeholders; 4) the adoption of performance management systems. An empirical application of the model was carried out, based on an inter-company workshop and in-depth interviews. Such a model is helpful in describing the maturity of NSD processes of a company, but also in identifying the main gaps and to prioritize the improvement actions

A Service Engineering framework to design and assess an integrated product-service

“…As reported by Cavalieri and Pezzotta [3] and Rapaccini et al [13] a significant portion of the extant literature on PSS provided relevant contributions on methods and tools to manage the above-discussed aspects and address issues effectively. However, the majority of these approaches were developed in other fields (such as product and system engineering), and only subsequently http://dx.doi.org/10.1016/j.mechatronics.2015.05.010 0957-4158/Ó 2015 Elsevier Ltd. All rights reserved.…”

Photocopier Industry: At the Forefront of Servitization

“…Indeed, Xerox Corporation, one of the industry leaders, is considered the epitome of servitized enterprise. It is cited as a case example in a large number of scientific publications (Baines et al 2007;Baines et al 2009a, b;Geum et al 2011;Park et al 2012;Lightfoot et al 2011;Martinez et al 2010;Gebauer et al 2010;Santamaría et al 2012;Vandermerwe and Rada 1988;Mont 2004;Rapaccini et al 2013).…”

Understanding Customer Needs to Engineer Product-Service Systems

“…In this context, Service Engineering (SE) has emerged as a discipline calling for the de-sign and the development of an integrated product-service offering adding value to customers [5]. In spite of the great success of the SE as a discipline in the academic context, only few authors have proposed methodologies and tools, which can be easily adopted by industrial companies during the design of a product-service solution [4,6,7].…”