Linda Ryan, David Tormey, and Perry Share

1. Comparison of
Research Based
Vs
Industry Developed
PSS Models
Linda Ryan
IT Sligo, Ireland

2. 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

3. Service Engineering Design Process Model
Models studied Sakao & Shimomura, 2007

4. Life cycle orientated design of technical Product-Service Systems
Models studied Aurich et al, 2007

5. 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.

6. 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



7. 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


8. 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


9. 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


10. 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


11. 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


12. 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








13. 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.

14. Comparison of
Research Based
Vs
Industry Developed PSS Models
Linda Ryan
IT Sligo, Ireland