Service CAD system to integrate product and human activity for total value

Good combination of product and service is a key issue to balance economic growth with environmental concerns. This paper aims at demonstrating a design method to integrate products and service activities for total value. Our design method differs from Traditional Engineering and Concurrent Engineering in that products and service activities are designed in parallel according to customer value. To establish such design method, the service blueprinting method from marketing field, which describes service delivery processes, is extended to include product and its behavior. Function structure of service for the receiver state works as a bridge between product behavior and service activity. Both the above method and the CAD tool are demonstrated through an example presented herein.

[1]  Tamio Arai,et al.  Proposal of a Measuring Method of Customer’s Attention and Satisfaction on Services , 2007 .

[2]  Michael Havey,et al.  Essential business process modeling , 2005 .

[3]  A. Tversky,et al.  Prospect Theory : An Analysis of Decision under Risk Author ( s ) : , 2007 .

[4]  Chris J. Backhouse,et al.  Understanding concurrent engineering implementation: A case-study approach , 1998 .

[5]  Tomohiko Sakao,et al.  Service Engineering: a novel engineering discipline for producers to increase value combining service and product , 2007 .

[6]  James A. Fitzsimmons,et al.  Service Management: Operations, Strategy, and Information Technology , 1997 .

[7]  Miyoung Jeong,et al.  Quality function deployment: An extended framework for service quality and customer satisfaction in the hospitality industry , 1998 .

[8]  G. L. Shostack,et al.  How to Design a Service , 1982 .

[9]  N. Kano,et al.  Attractive Quality and Must-Be Quality , 1984 .

[10]  Shimomura Yoshiki,et al.  A Service Evaluation Method for Service/Product Engineering , 2007 .

[11]  Peggy Zwolinski,et al.  A representation of a Product-Service System during the design phase - A case study of a helium liquefier , 2006 .

[12]  G. L. Shostack.  Designing Services That Deliver , 1996 .

[13]  Graham Thompson,et al.  The design of functional (total care) products , 2004 .

[14]  Jane Kingman‐Brundage.  Technology, Design and Service Quality , 1991 .

[15]  D. J. Grover.  Man-machine communication in CAD/CAM: Edited by T. Sata, E.A. Warman North-Holland, 1981, pp 216 + ix, $32 , 1982 .

[16]  Guilherme D Pires,et al.  The role of customer experiences in the development of service blueprints , 2004 .

[17]  R. Fisk,et al.  Interactive Services Marketing , 2000 .

[18]  T. P. Hill.  On Goods and Services , 1977 .

[19]  Tamio Arai,et al.  Cost Evaluation Method for Service Design Based on Activity Based Costing , 2008 .

[20]  Jan C. Aurich,et al.  An Approach to Life Cycle Oriented Technical Service Design , 2004 .

[21]  Hideaki Takeda,et al.  UNIVERSAL ABDUCTION STUDIO - PROPOSAL OF A DESIGN SUPPORT ENVIRONMENT FOR CREATIVE THINKING IN DESIGN , 2003 .

[22]  Tamio Arai,et al.  Proposal of Service CAD System - A Tool for Service Engineering - , 2004 .

[23]  A. Tversky,et al.  Prospect theory: analysis of decision under risk , 1979 .

[24]  Tetsuo Tomiyama,et al.  Service engineering to intensify service contents in product life cycles , 2001, Proceedings Second International Symposium on Environmentally Conscious Design and Inverse Manufacturing.

[25]  Alan Cooper,et al.  The Inmates Are Running the Asylum: Why High Tech Products Drive Us Crazy and How to Restore the Sanity (2nd Edition) , 1999 .

[26]  T. Saaty,et al.  The Analytic Hierarchy Process , 1985 .

[27]  Tetsuo Tomiyama,et al.  Supporting conceptual design based on the function-behavior-state modeler , 1996, Artificial Intelligence for Engineering Design, Analysis and Manufacturing.

[28]  Mary Jo Bitner,et al.  Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters , 2000 .

[29]  A. Parasuraman,et al.  Problems and Strategies in Services Marketing , 1985 .

[30]  G. L. Shostack,et al.  Service Positioning through Structural Change , 1987 .

[31]  Christopher Holmes,et al.  Four Models of Design Definition: Sequential, Design Centered, Concurrent and Dynamic , 1999 .

[32]  Tomohiko Sakao,et al.  Framing research for service orientation of manufacturers through PSS approaches , 2009 .

[33]  Michael S. Epelman,et al.  How to describe your service , 1995 .

[34]  Tamio Arai,et al.  Evaluation of customer satisfaction for PSS design , 2009 .

[35]  W. Sasser.  The Management of Service Operations. , 1974 .