The PSO triangle: designing product, service and organisation to create value

Purpose – The purpose of this paper is to advance the understanding of product‐service systems (PSS). It uses a multiple method approach to analyse literature and cases and synthesise a framework for the understanding and investigation of PSS. It demonstrates the need to consider the “organisation” or network, of firms involved in defining, designing and delivering value through the PSS. This is conceptualised as a product‐service‐organisation (PSO).Design/methodology/approach – The paper uses three complementary methodologies: a road‐mapping analysis, investigating industrial challenges for collaborating enterprises, a multidisciplinary literature review of PSS concepts and analysis of two cases.Findings – The paper finds that value can be most effectively delivered by networks of collaborating firms, integrating the products and services they offer to create the value which customers seek. In short, creating value requires the simultaneous design of product, service and organisation – the PSO triangle.R...

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