Bringing Service Design to manufacturing companies: Integrating PSS and Service Design approaches (original) (raw)

Designing product-service system solutions in manufacturing industries

2015

Manufacturing firms are increasingly evolving towards the design of integrated product-service solutions but servitization literature does not provide specific guidance on how to design these integrated solutions. Building upon Product-Service System (PSS) and Service Design (SD) approaches, this paper proposes an integrative method that joins PSS's systems and network approach with the creative, human-centered, value co-creation approach of SD. The paper also describes the development and application of this method to the creation of integrated solutions for the laboratory industry, highlighting how it brings new insights to manufacturing companies moving to a service, value co-creation perspective.

A Framework for Product-Service Design for Manufacturing Firms

Advances in Production Management Systems. New …, 2010

Manufacturers propose services around the products they deliver to increase their competitiveness and reach objectives of profitability satisfying specific customer needs. Loyalty can be obtained under the condition that isolated offerings are replaced by integrated value adding solution composed of a product and of one or more product-service. The design of such solution requires to take account of four narrowly overlapping dimensions: the product, the product-service, the process and the organization. A challenge is to propose a model to support the firm core competence widening taking account of all the dimensions together, analyzing how they are interlinked and how they allow to design the coherent value adding solution. In this paper the two first stages of a methodology for new product-service development for manufacturing firms are presented that take account of firm's environment, core competence, processes as well as the benefits expected by service delivery and the service value.

Strategies for designing and developing services for manufacturing firms

CIRP Journal of Manufacturing Science and Technology, 2010

Product/service-systems (PSS) are in effect an approach to designing integrated products and services with a focus on both customer activities and product life cycle considerations. Literature offers a range of serviceoriented design strategies from product-oriented DfX approaches to more customer-oriented approaches such as integrated solutions and service design. These design strategies are mapped out in relation to how applicable they are to different types of services. Case studies from two industrial companies are used to confront the existing literature in order to begin to understand how manufacturing companies may align their business strategies with their product and service development activities.

Service-oriented product development strategies: Product/Service-Systems (PSS) development

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.

INTEGRATING PSS AND SERVICE DESIGN APPROACHES FOR SERVICE INNOVATION

Service design has gained increased attention in service research (Ostrom et al. 2015) as it brings new innovative ideas to life and can further support manufacturing and service companies to design new value propositions. Manufacturing companies have been adding services to their product offerings to increase competitiveness in a servitization process (Baines, Lightfoot, Benedettini and Kay 2009). These new solutions known as product-service systems (PSS) incorporate both product and service components to enable value-in-use ). On the other hand, enabling a smooth customer experience requires the design of service systems as the orchestration of people, physical artefacts, processes, information, where the physical evidence is a key component (Bitner, Ostrom, and Morgan 2008). For example, healthcare services (e.g. home health care services for the elderly) include many points of interaction that can only be successful if processes, material artefacts (e.g. health care provider toolkit) and physical spaces are designed from an integrated perspective.

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.

Service Design and Product-Service Systems

Proceedings of the 2nd CIRP International Conference …, 2010

Product designers have been the main design competence to be employed in product oriented businesses. When it comes to the design of Product-Service Systems, employing product design competences would be a conservative approach. Design theorist Buchanan identifies design orders spanning from graphic, over product and interaction, to systemic design, explaining important differences in perspctives. Contemporary studies on design disciplines show that differences are significant, and it becomes important to know how to select and direct adequate design work. Methods and tools service designers use are typically serviceblueprints, customer journeys, prototypes etc, all focused on processes and value-in-use, where product desigerns focus on form and function. In this paper we show how service designers relate to industrial design in the context of PSS. We review the profile of service designer and compare design disciplines. We conclude that service designers are well suited to deal with PSS design, with their focus on value in use, together with product designers. We also highlight that busineess need to develop competent judgement and design management to get the appropriate design competence.

Revisiting the Research Field of Product-Service Systems Development

Volume 3: 38th Design Automation Conference, Parts A and B, 2012

ABSTRACT The research within the Product-Service Systems (PSS) field aims to support manufacturing industries' ability to provide value in terms of a service offer to its customers, simultaneously taking a more holistic approach to ecosustainability. The industrial idea of providing customer benefits in parallel with robust products is not new, yet equipping engineers to conduct innovation and applying a service perspective in the early design stages is noticed as fairly radical. The purpose in this paper is two-fold. First, to describe ...

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.

A framework for designing product-service systems

2011

In this competitive globalizing scenario, manufacturers are adopting a strategy of bundling products and services into an integrated solution to create sustainable competitive advantage. Servitizing manufacturers are increasingly transforming their processes and practices to build product-service systems (PSS). During this transformation they require substantial support to face stringent challenges. Research in the PSS domain is heading towards the development of a design theory and methodology that facilitates the systematic creation of viable PSS conceptual designs. In this paper, various proposed design methods are reviewed and research gaps are summarized. Primarily, it has been observed that the importance of the capabilities of the stakeholders involved in designing PSS has not been noted in the proposed methods. Regarding this capability view point, a framework for designing PSS has been proposed. This framework highlights the important features required in designing PSS such...