SErvice Engineering Methodology in Practice: A Case Study from Power and Automation Technologies (original) (raw)

Engineering Product-Service Solutions: An Application in the Power and Automation Industry

Manufacturing companies are heavily competing for the identification of new sources of value for the market, moving from a traditional transaction-based and product-centric orientation towards the provision of integrated solutions to their customers. In this context, Service Engineering, the discipline concerned with the systematic development and design of service and productservices, is gaining particular relevance for mastering the service lifecycle management of a product-service solution. This paper provides a contribution in this field with the description of a Service Engineering Framework platform to support the reengineering of the service offering in a multinational company operating in the power and automation industry, with the aim to provide a customized solution able to fulfill the specific customer requirements and at the same time to gain a better efficiency in the delivery of the service processes.

Product–service system engineering: From theory to industrial applications

Computers in Industry, 2012

The recent macro-economic events have contributed to an increased awareness of the strategic relevance deriving from the provision of services related to products as an economic remedy for facing the sharp downfall of the markets. The result is a sudden and steep accumulation of empirical knowledge coming out from the various and dispersed "lessons learned" which managers and engineers are currently experiencing in supporting the transition of their companies to a Product-Service orientation.

Product Service Systems Engineering State of the art and research challenges

The design and development of a Product-Service System (PSS) raises new issues since the service component introduces further requirements than traditional product engineering. Compared to physical products, services are generally under-designed and inefficiently developed. For this reason, approaches such as New Service Development, Service Design and Service Engineering have emerged during the years to support the design and development of service either as a system itself or as a constituting element of a Product-Service System. However, only Service Engineering investigates service design and development with a systematic perspective and with a seamless integration of product and service contents. The purpose of this paper is to provide a holistic conceptualisation and an up-to-date review of the literature on Service Engineering with a specific focus on its adoption in the PSS context. A critical analysis is also performed with the aim to define a research agenda and the most prominent key actions that could give directions for future research.

Bringing Service Design to manufacturing companies: Integrating PSS and Service Design approaches

Design Studies, 2018

Manufacturing companies increasingly try to innovate in their offers to consumers by creating more complete solutions that combine product and service components. However, shifting from a product-centric perspective to a solutionoriented perspective is challenging. The present study adopted a design research methodology and built on Service-Dominant logic, integrating the humanoriented perspective of Service Design with an organizational network-oriented perspective of ProducteService System. It creates a new Integrative PSS approach, evolves design models, and provides an application in a manufacturing industry. This paper details how the application supports the design of producteservice system solutions from the exploration to the implementation stages, highlighting the physical evidence of service, and contributes to advance design research at the intersection of PSS and Service Design.

Service-oriented product development strategies (Serviceorienterede produktudviklingsstrategier)

2010

Manufacturing companies have traditionally focused their efforts on designing, developing and producing physical products for the market. Today, global competition, outsourcing and legislation commend that companies take greater responsibility of their products. This is driving some manufacturers to shift their business strategies from selling products (e.g. photocopying machines) to the provision of services (e.g. document services). Instead of the product itself, the activity and knowledge associated with the use of the product is perceived to be of more value to customers. In the research community, service-oriented approaches that embrace this change of business focus from individual products to total integrated customer solutions are termed Product/Service-Systems (PSS). The research in this thesis addresses the systematic design and development of PSS solutions in manufacturing firms. Here PSS are understood on three levels in relation to design: 1. PSS solution-a system of integrated products and services that companies develop and deliver to customers. 2. PSS development-the integrated design processes and development activities that result in PSS solutions. 3. PSS approaches-service-oriented business strategies that coordinate PSS development. Contents 1 Introduction.

Proposal of a Service Design Process Model Based on Service Engineering

Manufacturers at present face new circumstances, such as servicification of consumers' behaviours and the seriousness of the environmental problems. An effective avenue is pursuing qualitative satisfaction rather than quantitative sufficiency. This paper aims at demonstrating the effectiveness of the methods and tools of Service Engineering (SE), including the ser-vice design process model, to increase the level of customer satisfaction. Redesign of a service offered by a hotel in Italy was taken as an example for ap-plication of methods and tools of SE. After the ser-vice was modeled by those methods and tools, five redesign options such as introducing various goods rental were generated. Through this, the effective-ness of SE is demonstrated.

Development of industrial service offerings: a process framework

Journal of Service Management, 2009

Purpose -The purpose of this paper is to propose a service development process that is adapted to manufacturing companies and to discuss its implications for companies with a traditional focus on product development and product sales. Design/Methodology/Approach -The paper looks at new service development (NSD) literature and argues for a rationale to study NSD processes in a manufacturing context. Next, a generic NSD framework for manufacturing companies is presented. Examples are given based on an explorative multiple case study (10 companies) with in-depth interviews and focus groups. The analysis reveals organizational requirements and other critical factors related to each stage of the NSD process. Findings -A four-stage service offering development framework is presented. Critical aspects of NSD in a manufacturing context are highlighted. The importance of considering both NSD and NPD together is also emphasized. Research Limitations/Implications -The limitations are based primarily on methodology; the case studies focused only on the service organizations of the manufacturing companies studied. Practical implications -Managers need to be aware of the inter-relationship that exists between NSD and NPD and on the specificities of service development in companies where an industrial logic dominates. A number of managerial implications are proposed and discussed. Originality/Value -The study emphasizes the importance of latter stages in NSD, something that has not previously been extensively studied or addressed. In addition, to explicitly discuss NSD in a manufacturing context is novel.

A Methodology for Product-service Systems Development

Procedia CIRP, 2013

Servitization of manufacturing is getting more importance in our global economy due to the need of manufacturing companies to maintain their sustainability, promoting this way a more long term relation with their customers, and innovating and supplying added value with their products. Therefore, manufacturing companies are challenged to move into a paradigm shift that is to go from considering independently products and services and start to consider them integrated. To integrate services, in their core products, and to support this, process organizational changes are required, and methodologies that integrate the product and services development processes. An effective integration of these processes creates a potential for product-service innovation, that being exploited, contribute to increase competitiveness and to ensure sustainable businesses. In this article, we propose a new methodology for the development of product-service systems (PSS) that promotes the execution of processes for designing products and services, as a parallel sequence of activities, which leads to a consistent product-service development. The proposed methodology contributes for a clear understanding about the processes to be used in product-service design and development, the required organizational changes, and the integration of product-service design with business model definition.