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Comparison of research based vs industry developed pss models
 

Comparison of research based vs industry developed pss models

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Linda Ryan, David Tormey, and Perry Share

Linda Ryan, David Tormey, and Perry Share

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    Comparison of research based vs industry developed pss models Comparison of research based vs industry developed pss models Presentation Transcript

    • Comparison of Research Based VsIndustry Developed PSS Models Linda Ryan IT Sligo, Ireland
    • Service Definition “An activity or series of activities of a more or less intangible nature that normally, but not necessarily, take place in the interaction between the customer and service employees and/or physical A series of actions, co-produced by supplier and consumer, resources or goods and/or systems of the service provider, which which can be stand-alone, or bundled with a physical product, are provided as solutions to problems.” to create or add value. Grönroos, 2001 “Bundles of benefits.” Heinek and Davis, 2004
    • Service Engineering Design Process ModelModels studied Sakao & Shimomura, 2007
    • Life cycle orientated design of technical Product-Service SystemsModels studied Aurich et al, 2007
    • Models studied Service Design Consultants, SD1 and SD2 Focused on product orientated PSS. Emphasise customer colaboration. Generate sensitive IP. Operate in a variety of industries.
    • Intended benefits are the planned gain for businesses through the application of the models.Intended benefits Ecological     Customer   Financial   Company   Social   value   Service  Engineering  Design  Process    (Sakao)            Life  cycle  orientated  PSS  (Aurich)               SD  1         SD  2        
    • Context of use is the relative constraints of its use which influence its use.Context of use between  actors   development   Interac8ons   Company   opera8ons   Product   Service  Engineering  Design  Process  (Sakao)      Life  cycle  orientated  PSS  (Aurich)      SD  1      SD  2     
    • Service discovery/ Identification is the means by which services are identified and chosen for progression.Discovery/ Identification requirements   Unsa8sfied   Company   Service  Engineering  Design  Process  (Sakao)      Life  cycle  orientated  PSS  (Aurich)      SD  1      SD  2     
    • Tools used are the approaches used to facilitate the development process. Sub-­‐Models   Prototyping     Personas/   Scenarios  Tools used Company   Service  Engineering  Design  Process    (Sakao)         Life  cycle  orientated  PSS  (Aurich)      SD  1            SD  2     
    • Customer involvement is the level at which customers are included or consulted in the development process. Moderate   Company   None   High  Customer involvement Service  Engineering  Design  Process  (Sakao)      Life  cycle  orientated  PSS  (Aurich)      SD  1      SD  2     
    • Post launch review is examining the performance of the product in the market place. Sta8s8cal   paEerns   Company   analysis   Usage   Service  Engineering  Design  Process  (Sakao)  Post launch review Life  cycle  orientated  PSS  (Aurich)   SD  1         SD  2     
    • Discussion Context  of   Service   Customer   Post  launch   Benefits   Tools  used   use   Discovery   involvement   review   Interac8ons  between   Personas/  Scenarios   Sta8s8cal  analysis   Customer  value   Usage  paEerns   requirements   development   Company   Sub-­‐Models   Prototyping     Unsa8sfied   opera8ons   Moderate   Ecological     Financial   Product   actors   Social   None   None     High   Service   Engineering                              Design  Process    Discussion Life  cycle                              orientated  PSS   SD  1                              SD  2                       
    • Conclusions Systematic approach is essential. Emphasis on financial elements must be balanced. Post-market review is directly proportional to financial emphasis. It is essential that unsatisfied customer requirements must hold value.Conclusions The level of customer co-creation alters the development process.
    • Comparison of Research Based VsIndustry Developed PSS Models Linda Ryan IT Sligo, Ireland