Prioritizing customer requirements in a product-service system (PSS) context. Issue 2 (10th January 2019)

• Record Type: Journal Article
• Authors: Haber, Nicolas; Fargnoli, Mario
• Is Part Of: TQM journal. Volume 31:Issue 2(2019)
• Page Start: 257
• Page End: 273
• Publication Date: 2019-01-10
• Subjects: Quality function deployment -- Customer requirements -- Customer satisfaction -- Kano model -- Product-service systems -- Law of comparative judgments; Total quality management -- Periodicals; 658.562
• DOI: 10.1108/TQM-08-2018-0113
• Languages: English
• ISSNs: 1754-2731

Abstract

Abstract : Purpose: Product-service systems (PSSs)'s popularity has expanded significantly throughout recent years. The purpose of this paper is to integrate products and services to achieve functional results that augment the offering's value. Nevertheless, the intangibility of services hinders the diffusion of PSSs: services are characterized by imprecisions and ambiguities that render the assessment and prioritization of customer requirements problematic. An inadequate evaluation of the latter leads to an inconsistent PSS design that results in the customer dissatisfaction. Design/methodology/approach: To address these concerns, the paper proposes an approach integrating the quality function deployment for product-service systems (QFDforPSS) method with Thurstone's Law of Comparative Judgments. This approach was tested at a manufacturer in the medical sector seeking to improve his market stance through a PSS model. Findings: Although the case study is based on a limited sample, the results achieved highlight the importance of the flow of information between the PSS provider and the customers (i.e. the PSS receivers) in the healthcare sector. The proposed approach can facilitate the company in collecting information even in the case of incomplete answers to surveys and questionnaires providing a practical method to handle the uncertainty due to incomplete data. Originality/value: The study represents one of the first applications of the PSS approach in the healthcare sector, introducing a novel integration of easy-to-use management tools to augment the understanding of customer needs and expectations.