Service Engineering – Methods and Tools for Effective PSS Development

Manufacturers face new circumstances, such as servicification of consumers and seriousness of environmental problems. An effective avenue may be pursuing qualitative satisfaction rather than quantitative sufficiency. This chapter aims at proposing a design process model for services or service-oriented products based on Service Engineering, to increase the level of customer satisfaction. Then, a method for evaluating service solutions is introduced. For this purpose, Quality Function Deployment (QFD), used widely in product design, is employed. This method makes it possible to realize evaluating effects of a service on its receiver. Mathematical methods are introduced to differentiate functions and structures. Then, the proposed method is applied to evaluate a model service in order to verify its effectiveness. The results indicate that a specific function is the most important among multistage structure of the target service. Furthermore, a method for designing service activity and product concurrently and collaboratively is also proposed. Design of services and products should be integrated in order to maximize customer value, considering the mutual effects of synergy, alternative and complementarity. For this purpose, first, a fundamental unified representation scheme of human process and physical process in service delivery process is given. Second, the authors evaluate these processes with Quality Function Deployment manner. In the rest of this chapter, the authors describe a detailed process to represent unification of human processes and physical processes by applying the proposed method to an actual service case.

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