Modularizing product extension services: An approach based on modified service blueprint and fuzzy graph

Song, Wenyan; Wu, Zhihua; Li, Xiuzhen; Xu, Zhitao

doi:10.1016/j.cie.2015.03.013

Cited by 46 publications

(58 citation statements)

References 38 publications

(39 reference statements)

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“…To achieve such a goal, the service blueprint is widely used to effectively map the whole PSS life-cycle considering all stakeholders involved (Park, Geum, and Lee 2012;Barquet et al 2013;Reim, Parida, and Örtqvist 2015). Such a tool fits with the features of both the flow and scenario models (Sakao et al 2009) and allows engineers to combine activities and functions to address solutions at different stages of the PSS development (Song et al 2015;Kim et al 2016).…”

Section: Pss Lifecycle Mappingmentioning

confidence: 99%

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PSS modularisation: a customer-driven integrated approach

Fargnoli

Haber

Sakao

2018

International Journal of Production Research

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The shift from product ownership to integrated solutions (Product-Service Systems (PSSs)) is expected to lead to a higher customer satisfaction in many cases compared to providing products and services separately. PSS providers are required to add more value to the products they offer, as well as to augment and diversify the services related to these products. To deal with this complex task, the paper proposes a practical methodology to support manufacturers in designing services related to the proper functioning of their products fulfilling customers' needs and expectations. This approach is based on the synergic use of Quality Function Deployment for PSS (QFDforPSS), Axiomatic Design (AD), and the service blueprint tools, providing a correlation between the customers' expectations, the PSS components, and the PSS modules. The methodology was verified by means of a service modularization for PSS at a company operating in the biomedical sector. While the proposed approach needs to be validated through further studies in different contexts, its positive results in reducing both the risk of overdesigning and the possibility of creating design conflicts can contribute practically to the scientific knowledge on the development of integrated solutions.

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Section: Pss Lifecycle Mappingmentioning

confidence: 99%

“…Several studies have addressed these issues (i.e. Song et al 2015;Sakao, Song, and Matschewsky 2017). However, these earlier studies do not address market demands to minimize the risk of customer dissatisfaction.…”

Section: Introductionmentioning

confidence: 99%

PSS modularisation: a customer-driven integrated approach

Fargnoli

Haber

Sakao

2018

International Journal of Production Research

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“…When redesigning the SB, we employ (re)design principles of complexity (a quantitative variable of SB) and divergence (a qualitative variable of SB) proposed by Shostack [27]. The variables are widely used in service (re)design with the SB to produce services efficiently (e.g., [28][29][30][31]), as discussed in detail in Section 2.2.…”

Section: Introductionmentioning

confidence: 99%

Redesigning In-Flight Service with Service Blueprint Based on Text Analysis

Nam

Lee

2018

Sustainability

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Airline services should be passenger-focused to be sustainable. In this study, we redesign an in-flight service process using a service blueprint while incorporating direct customer perceptions of service experiences. To incorporate these, we apply topic modeling to 64,706 passenger-written online reviews of airline services. Passenger experiences of in-flight services are the sum of experiences from service encounters in all the subsequent steps and we assume that their direct perceptions of their experiences are faithfully contained in the online reviews. Topics extracted from the reviews can be regarded as service encounters based strongly on passenger experiences. Then, the service encounters are reorganized within the framework of a service blueprint. The results show that the complexity, a number of service steps, decreases by 38% compared to the benchmark service blueprint. However, the divergence, a latitude of service steps, should increase for a couple of service encounters. Moreover, we quantitatively analyze the divergence using the probability of word frequency statistically distributed across topics. The in-flight service using the proposed design could be sustainable with respect to customer-focused service while considering direct customer experiences in real-time.

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“…Regarding the combination with formal techniques, in [16] Berkley uses phase distributions to control service operations whereas fuzzy graph is used in [17] to modularize product extension service blueprints. There are also some works on the combination of service blueprinting with the Theory of Inventive Problem Solving (TRIZ), like the one from Lee et al [18].…”

Section: Related Workmentioning

confidence: 99%

Validation of Service Blueprint Models by Means of Formal Simulation Techniques

Estañol

Marcos

Oriol

et al. 2017

Service-Oriented Computing

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Abstract. As service design has gained interest in the last years, so has gained one of its primary tools: the Service Blueprint. In essence, a service blueprint is a graphical tool for the design of business models, specifically for the design of business service operations. Despite its level of adoption, tool support for service design tasks is still on its early days and available tools for service blueprint modeling are mainly focused on enhancing usability and enabling collaborative edition, disregarding the formal aspects of modeling. In this paper we present a way to support the validation of service blueprint models by simulation. This approach is based on annotating the models with formal semantics, so that each task can be translated into formal logics, and from them, to executable SQL statements. This works opens a new direction in the way to bridge formal techniques and creative service design processes.

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Modularizing product extension services: An approach based on modified service blueprint and fuzzy graph

Cited by 46 publications

References 38 publications

PSS modularisation: a customer-driven integrated approach

PSS modularisation: a customer-driven integrated approach

Redesigning In-Flight Service with Service Blueprint Based on Text Analysis

Validation of Service Blueprint Models by Means of Formal Simulation Techniques

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