A systematic decision-making approach for the optimal product–service system planning

Geng, Xiuli; Chu, Xuening; Xue, Deyi; Zhang, Zaifang

doi:10.1016/j.eswa.2011.03.075

Cited by 64 publications

(41 citation statements)

References 27 publications

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“…Além disso, a aplicação do QFD no setor de serviços tem apresentado exemplos relevantes nos últimos anos em diversos setores, tais como: educação (WU; LIN, 2012;CHEN;CHOU, 2011), saúde (KUO, et al, 2011;YEH, 2010), manufatura (LI, et al, 2012;GENG, et al, 2011) Por fim, percebe-se que o QFD tem sido um importante método aplicado ao desenvolvimento ou melhoria de serviços, não se restringindo apenas à concepção de produtos para o qual foi inicialmente elaborado. …”

Section: A Literatura Sobre Qfd No Setor De Serviçosunclassified

“…Não somente a conceituação do que vem a ser QFD, como suas aplicações, muitas vezes ficam restritas à primeira matriz, sendo que expressiva parcela (cerca de três quartos dos estudos analisados) aplica essa matriz para levantar os requisitos dos clientes e as características dos serviços (LAM; DAI, 2015;CHEN, et al, 2014;LIAO;KAO, 2014;HSU, 2013;ZUO, et al, 2013;LI, et al, 2012;LIANG;DING;PAN, 2012;LIN;YEH, 2012;CHEN;CHOU, 2011;DROR;SUKENIK, 2011;GENG, et al, 2011;LIN;PEKKARINEN, 2011;GARIBAY;GUTIÉRREZ;FIGUEROA, 2010;JANDAGHI;AMIRI;MOLLAEE, 2010;YEH, 2010;DING, 2009;CHEN, 2009;DANIELS;SANDLER, 2008 …”

Section: Análise Sobre a Aplicação Do Qfd Nos Artigosunclassified

“…Sob esta nova perspectiva, alguns dos desafios enfrentados por empresas que prestam serviços estão relacionados à crescente concorrência e ao aumento contínuo das expectativas dos clientes (KANDAMPULLY;BUTLER, 2001), os quais podem ser enfrentados com base no entendimento de quais são essas expectativas (PARASURAMAN, 1998) O QFD é um método de suporte ao planejamento e desenvolvimento de serviços que fornece às empresas uma maneira estruturada de assegurar a qualidade e satisfazer seus clientes, mantendo assim uma vantagem competitiva sustentável (AKAO, 2004). Esse método é aplicado com diferentes propósitos, tais como a busca pela melhoria de serviços prestados (HSU, 2013;WU;LIN, 2012), desenho de novos serviços KIM;YOON, 2012) e o planejamento de serviços e suas integrações PHAAL;LEE, 2013;GENG, et al, 2011).…”

Section: Introductionunclassified

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Aplicação do desdobramento da função qualidade em serviços: uma análise da literatura

Souza

Miguel

2017

Revista PO: R. Eletr. de Eng. de Produção e Correlatas

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Resumo:A crescente competição tem obrigado as empresas a proverem serviços inovadores de modo a exceder as expectativas dos clientes garantindo sua competitividade no mercado. Assim, compreender quais são as necessidades dos clientes e como atendê-las é algo imperativo para as organizações. O desdobramento da função qualidade (quality function deployment -QFD) é um método que busca atingir este propósito. Neste âmbito, o presente trabalho tem por objetivo demonstrar as aplicações do QFD no contexto de serviços por meio de uma revisão bibliográfica. Para atender esse objetivo, um processo estruturado de busca e organização bibliográfica foi aplicado para a seleção e análise de um portfólio resultante de 25 artigos estritamente ligados ao tema central do QFD aplicado a serviços. Os resultados obtidos mostram que o emprego do QFD é preponderantemente restrito a primeira matriz e ao levantamento das necessidades dos clientes e características da qualidade do serviço, o que restringe sua aplicação. Além disso, constata-se que o método é geralmente aplicado em conjunto com outras ferramentas, de modo a complementar algumas de suas limitações. Finalmente, verifica-se que o QFD quando aplicado ao setor de serviços objetiva principalmente aprimorar serviços já ofertados, sendo relativamente pouco aplicado para o desenvolvimento de novos serviços. Palavras-chave: QFD. Desdobramento da Função Qualidade. Aplicação. Serviços. Análise teórico-conceitual. Abstract:The growing competition has forced companies to provide innovative services to exceed customer expectations by ensuring their competitiveness in the market. Understand what the customer needs are and how to meet them it is an imperative for organizations. The quality function deployment (QFD) is a method that seeks to achieve this purpose. In this context, this paper aims to demonstrate QFD applied to the service context through a literature review. To meet these objectives, a structured process of bibliographic search and organization was applied to select and analyze a portfolio of 25 articles strictly linked to the central subject of QFD applied to services. The results show that the use of QFD is frequently restricted to the first matrix and to the survey of customer needs and characteristics of service quality, which limits its application. Moreover, some important findings is that the method is usually applied with other tools in order to fill some of QFD limitations and, when applied to services context, the method is mainly applied in order to improve services that are already offered, not being largely applied on new services development.

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Section: A Literatura Sobre Qfd No Setor De Serviçosunclassified

Section: Análise Sobre a Aplicação Do Qfd Nos Artigosunclassified

Section: Introductionunclassified

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Aplicação do desdobramento da função qualidade em serviços: uma análise da literatura

Souza

Miguel

2017

Revista PO: R. Eletr. de Eng. de Produção e Correlatas

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“…As can be seen in Table 5, most commonly customers (sometimes called users) are considered and consulted in the elicitation step of requirements development. Five papers only (Herzfeldt et al, 2011, Maussang et al, 2009, Trappey et al, 2011, Yang et al, 2010, Zhao et al, 2008 Fiksel (2003), Harrington and Srai (2012), Kim et al (2011), Peruzzini et al (2014, Riel (2010), Song et al (2013) Customer/user 15 Azadi and Saen (2013), Brown (1991), Büyüközkan and Berkol (2011), Geng et al (2011, Ghahramani and Houshyar (1996), Ghahramani and Wang (1998) (2013) and Peruzzini et al (2014) discusses considering sources throughout the entire life cycle of the offering. These papers often consider the offering and its related system with a more holistic perspective.…”

Section: Sources and Aspects Considered In Literaturementioning

confidence: 99%

“…Fourteen different case studies were identified in the literature review (Agostinho et al, 2014, Büyüközkan and Berkol, 2011, Centrich et al, 2014, Crowder et al, 2012, Geng et al, 2011, Harrington and Srai, 2012, Kim et al, 2011, Maussang et al, 2009, McKay and Kundu, 2015, Peruzzini et al, 2014, Song et al, 2013, Trappey et al, 2011, Vezzoli and Sciama, 2006, Wong et al, 2008. The type of sector each case was applied in and some additional details can be found in Paper 1 (Nilsson and Lindahl, 2016).…”

Section: Verification Of Newly Developed Toolsmentioning

confidence: 99%

How requirements development could support design of effective and resource-efficient offerings

Nilsson¹

2017

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What a company offers its customers has to fulfil several different needs, desires, constraints, which can originate from multiple different sources that affect the offering throughout its life cycle. All these criteria have to come together and be translated into statements that can support the designer's understanding of the offering's purpose. This translation is done through a requirements development process to provide a controlled process to define statements that describe what the offering is supposed to fulfil.This research provides insights on key challenges and success factors in requirements development to support the design of effective and resource-efficient offerings. Namely, it identifies crucial sources and aspects to be considered, and a requirements development process demonstrating how to overcome identified challenges. By getting the requirements right from the beginning, sub-optimisation and unnecessary time and risks can be avoided.The consideration of accurate sources and aspects is considered to be one of the most important factors for the successful design of offerings. It is also in the earliest phases of design, that is to say requirements development, where one has the greatest possibility to affect the environmental impact of the offering. What is missing, however, is sufficient and appropriate support in industry on how to do so. VIII IX APPENDED PAPERSThe following papers were written during the research and set the foundation for this thesis: Contributions in the papers:Paper 1: The author of this thesis solely carried out this review (Systematic Literature Review 1), and the paper was to about 95% written by her. The co-author supported in the research process and supported with background knowledge in the area, framing and scope.Paper 2: This paper was prepared in collaboration between the authors, from idea to submission. Each author contributed with cases as well as knowledge from their own expertise. The author of this thesis contributed specifically with the idea to focus on SMEs, and also added the sustainability aspects of providing integrated offerings. The author of this thesis also contributed with one of the use cases (that originated from Interview Study 1), and wrote about 30% of the text in the paper. Paper 3:The literature review and the company cases were based on results from Systematic Literature Review 2 and Interview Study 1. The author of this thesis wrote the main draft of the manuscript. Co-authors supported the work along its process, and especially with rewriting and reworking when revising the paper after the first submission.

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A QFD‐based approach for the development of smart product‐service systems

Fargnoli

Haber

2023

Engineering Reports

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The paper proposes a novel method for the development of smart product‐service systems (Smart‐PSSs) by focusing on the analysis of customer requirements and the selection of those features that can practically enhance the smart capabilities of the offering. To achieve such a goal, a quality function deployment (QFD) based method is presented to specifically address the development of Smart‐PSS solutions. The novel approach, named quality function deployment for smart‐product service systems (QFD for Smart‐PSS), relies on the deployment of smart characteristics and components besides the conventional product and service features. Such an approach allows a better granularity of the assessment and deployment of the system features by well defining the smart components in PSS. To preliminarily verify the applicability of the method, a case study concerning the development of a Smart‐PSS solution for the elevators of a building is proposed. The results achieved show the potential benefits that the proposed approach can have both in the case of novel solutions and when an existing system has to be augmented. The method is at the initial stage of development and while this study can augment knowledge on the development of Smart‐PSS, further research work is needed to extend its validation.

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A systematic decision-making approach for the optimal product–service system planning

Cited by 64 publications

References 27 publications

Aplicação do desdobramento da função qualidade em serviços: uma análise da literatura

Aplicação do desdobramento da função qualidade em serviços: uma análise da literatura

How requirements development could support design of effective and resource-efficient offerings

A QFD‐based approach for the development of smart product‐service systems

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