PSS modularisation: a customer-driven integrated approach. Issue 13 (3rd July 2019)

• Record Type: Journal Article
• Authors: Fargnoli, Mario; Haber, Nicolas; Sakao, Tomohiko
• Is Part Of: International journal of production research. Volume 57:Issue 13(2019)
• Page Start: 4061
• Page End: 4077
• Publication Date: 2019-07-03
• Subjects: Product-Service System -- customer satisfaction -- Quality Function Deployment -- Axiomatic Design -- modularisation; Factory management -- Periodicals; 658.57
• DOI: 10.1080/00207543.2018.1481302
• Languages: English
• ISSNs: 0020-7543

Abstract

Abstract : The shift from product ownership to integrated solutions (Product-Service Systems (PSSs)) is expected to lead to a higher customer satisfaction in many cases compared to providing products and services separately. PSS providers are required to add more value to the products they offer, as well as to augment and diversify the services related to these products. To deal with this complex task, this paper proposes a practical methodology to support manufacturers in designing services related to the proper functioning of their products fulfilling customers' needs and expectations. This approach is based on the synergic use of Quality Function Deployment for PSS (QFDforPSS), Axiomatic Design (AD) and the service blueprint tools, providing a correlation between the customers' expectations, the PSS components and the PSS modules. The methodology was verified by means of a service modularisation for PSS at a company operating in the biomedical sector. While the proposed approach needs to be validated through further studies in different contexts, its positive results in reducing both the risk of overdesigning and the possibility of creating design conflicts can contribute practically to the scientific knowledge on the development of integrated solutions.