Value-chain-oriented service development by means of a 'two-channel service model'

Introduction to Product/Service-System Design

“…Therefore, as a first step, this Sect. suggests a qualitative tool developed in the engineering field (the tool was originally published in Panshef et al (2009)). This allows designers to explore the consequences resulting from uncertainty during the customer process, and to find possible business opportunities, especially in the areas where no service is given.…”

“…7.3 Example of a "Process Service Profile" as a matter of the "Process Service Channel". Source: Panshef et al (2009) This profile ensures that an efficient and process-adjusted design of the elements is considered. It also represents a structured view of the targets (x-axis), resources (y-axis) and contents (z-axis) of the service activities.…”

“…7.4). Taxonomy Table for the "Value-Chain-Oriented Service Development" of the model for print production, "Proactive (Tier II)", Source: Panshef et al (2009) By matching the acquired "Customer's Value Chain of the Print Production" (xaxis) with the specified "Levels of Service Escalation" (y-axis), a matrix-like combination of target processes and resources for the possible service contents is generated. This is defined within this research as the "Service Field".…”