comparison of research based vs industry developed pss models
DESCRIPTION
Linda Ryan, David Tormey, and Perry ShareTRANSCRIPT
Comparison of
Research Based
Vs
Industry Developed
PSS Models
Linda Ryan IT Sligo, Ireland
Service Definition
“Bundles of benefits.” Heinek and Davis, 2004
A series of actions, co-produced by supplier and consumer,
which can be stand-alone, or bundled with a physical product,
to create or add value.
“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
resources or goods and/or systems of the service provider, which
are provided as solutions to problems.”
Grönroos, 2001
Models studied
Service Engineering Design Process Model Sakao & Shimomura, 2007
Life cycle orientated design of technical Product-Service Systems Aurich et al, 2007 M
odels studied
Models studied
Service Design Consultants, SD1 and SD2
Emphasise customer colaboration.
Generate sensitive IP.
Operate in a variety of industries.
Focused on product orientated PSS.
Company
Financial
Customer
value
Ecological
Social
Service Engineering Design Process (Sakao)
Life cycle orientated PSS (Aurich)
SD 1
SD 2
Intended benefits are the planned gain for businesses through the application of the models. Intended benefits
Company Product developm
ent opera8
ons
Interac8ons
between actors
Service Engineering Design Process (Sakao)
Life cycle orientated PSS (Aurich)
SD 1
SD 2
Context of use
Context of use is the relative constraints of its use which influence its use.
Company
Unsa8
sfied requirem
ents Service Engineering Design Process (Sakao)
Life cycle orientated PSS (Aurich)
SD 1
SD 2
Discovery/ Identification
Service discovery/ Identification is the means by which services are identified and chosen for progression.
Company
Sub-‐Models
Personas/ Scenarios
Prototyping
Service Engineering Design Process (Sakao)
Life cycle orientated PSS (Aurich)
SD 1
SD 2
Tools used
Tools used are the approaches used to facilitate the development process.
Company High
Moderate
None
Service Engineering Design Process (Sakao)
Life cycle orientated PSS (Aurich)
SD 1
SD 2
Custom
er involvement
Customer involvement is the level at which customers are included or consulted in the
development process.
Company Usage
paEerns
Sta8s8cal
analysis
Service Engineering Design Process (Sakao)
Life cycle orientated PSS (Aurich)
SD 1
SD 2
Post launch review
Post launch review is examining the performance of the product in the market place.
Discussion
Discussion
Benefits Context of
use Service
Discovery Tools used
Customer involvement
Post launch review
Company Financial
Customer value
Ecological
Social
Product developm
ent opera8
ons
Interac8ons betw
een actors
Unsa8
sfied requirem
ents
Personas/ Scenarios
Sub-‐Models
Prototyping
High
Moderate
None
Usage paE
erns
Sta8s8cal analysis
None
Service Engineering Design Process
Life cycle orientated PSS
SD 1
SD 2
Conclusions
Conclusions
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.
Systematic approach is essential.
The level of customer co-creation alters the development process.
Linda Ryan IT Sligo, Ireland
Comparison of
Research Based
Vs
Industry Developed PSS Models