Companies are striving to create new sources of value, providing integrated product-service solutions to customers, evolving from a "pure product" orientation towards a Product-Service System (PSS) perspective. In this context, Service Engineering (SE), the discipline concerned with the systematic development and design of product-services, is becoming a predominant field. Most of the available Service Engineering models, methods and tools come from traditional engineering, business and computer science approaches adapted to the Service System or Product-Service System. In order to fill this gap, this paper proposes a Service Engineering framework that integrates a product-service design modelling tool developed at the Tokyo Metropolitan University with a discrete event simulation test-bench, enabling the comparison of several PSS configurations considering both customer satisfaction measures and internal performance. A sample case is reported to exemplify the different phases of the framework implementation.

(2015). A Service Engineering framework to design and assess an integrated product-service [journal article - articolo]. In MECHATRONICS. Retrieved from http://hdl.handle.net/10446/56314

A Service Engineering framework to design and assess an integrated product-service

Pezzotta, Giuditta;Pirola, Fabiana;Pinto, Roberto;
2015-01-01

Abstract

Companies are striving to create new sources of value, providing integrated product-service solutions to customers, evolving from a "pure product" orientation towards a Product-Service System (PSS) perspective. In this context, Service Engineering (SE), the discipline concerned with the systematic development and design of product-services, is becoming a predominant field. Most of the available Service Engineering models, methods and tools come from traditional engineering, business and computer science approaches adapted to the Service System or Product-Service System. In order to fill this gap, this paper proposes a Service Engineering framework that integrates a product-service design modelling tool developed at the Tokyo Metropolitan University with a discrete event simulation test-bench, enabling the comparison of several PSS configurations considering both customer satisfaction measures and internal performance. A sample case is reported to exemplify the different phases of the framework implementation.
articolo
2015
Pezzotta, Giuditta; Pirola, Fabiana; Pinto, Roberto; Akasaka, Fumiya; Shimomura, Yoshiki
(2015). A Service Engineering framework to design and assess an integrated product-service [journal article - articolo]. In MECHATRONICS. Retrieved from http://hdl.handle.net/10446/56314
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