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An effective and efficient method to design services: empirical study for services by an investment-machine manufacturer
Linköping University, Department of Management and Engineering, Environmental Technology and Management. Linköping University, The Institute of Technology.ORCID iD: 0000-0002-5991-5542
(Darmstadt University of Technology)
(Darmstadt University of Technology)
(Darmstadt University of Technology)
2009 (English)In: International Journal of Internet Manufacturing and Services, ISSN 1751-6048, Vol. 2, no 1, 95-110 p.Article in journal (Refereed) Published
Abstract [en]

Knowledge in practice on how to design offerings of services and products effectively and efficiently is demanded in manufacturing industries. This article discusses some empirical results obtained from designing services at a manufacturer, who had implemented information-communication networks to their customers and adopted a structured method to design services. It demonstrates that the method worked for a real-scaled problem to generate several effective solutions with input of approximately five person-months. This is contributed largely by the technique addressing customer value through extension of quality function deployment. Simultaneously, it is pointed out that special efforts are needed to prepare the ontology used to describe the model.

Place, publisher, year, edition, pages
Inderscience , 2009. Vol. 2, no 1, 95-110 p.
Keyword [en]
servicification, manufacturing, customer value, remote services, service design, empirical study, investment machines, service activity, physical products, product-service systems, integrated product service engineering, quality function deployment, QFD, Service Explorer, product integration, service integration
National Category
Other Mechanical Engineering
URN: urn:nbn:se:liu:diva-73931DOI: 10.1504/IJIMS.2009.031342OAI: diva2:478706
Available from: 2012-01-16 Created: 2012-01-16 Last updated: 2015-06-02

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Sakao, Tomohiko
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Environmental Technology and ManagementThe Institute of Technology
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