Characterising product-service systems in the healthcare industry

Since the 1970s, marketing and innovation management communities have been investigating how to incorporate customer-desired functions into new product and service designs. These wide-ranging enquiries have shed light on the impact of lead-user engagement in new product development, demonstrated ways to examine service production and delivery, such as the use of ‘line of visibility’ in service blueprints and the modelling of ‘service encounters’, and have created new terms such as ‘value co-creation’. Despite these efforts, recent reviews have identified the lack of an holistic approach to new product-service system (PSS) development. This deficiency needs to be rectified, especially for complex PSS developments in regulated industries such as healthcare, as often there are multiple stakeholders posing conflicting priorities to the development team.This paper describes a novel PSS characterisation approach that supports the early-stage new PSS development process. The approach is originated from eleven healthcare case studies, involving twenty-five new products, services and PSSs. Following the methodology of action research, further cases are selected for the application of the approach to a new product, service or PSS concept in facilitated workshops. Initial implications of employing this approach in three cases are discussed in this paper.     

Product service systems,after-sales service and new product development

After-sales service is a critical element in the successful marketing of many products. Capital goods, for example, manufacturing equipment, require after-sales service such as maintenance and repair in order for customers to get the full value from them. Some manufacturers have started to offer customers an integrated product and service, termed a product-service system in the academic literature. However, in order to deliver such integrated offerings, a different approach to new product development (NPD) is required. This is because the product design influences after-sales service requirements, and so this needs to be considered during NPD. However, researchers have largely ignored the relationship between NPD and service. To address this gap, six in-depth case studies were conducted at leading companies that offer a combined product-service offering, to identify how service requirements are typically evaluated at the design stage. The results show that at companies where after-sales is an important element of the business, service requirements are systematically evaluated during NPD through the involvement of after-sales personnel and the use of field service data to set design goals.     

Cost estimation of a service family based on modularity

Companies are competing to offer high varieties of customised services on top of customised products to increase revenues and customer satisfaction. By adopting product family design methodologies, new concepts such as service families and service platforms are adopted in the service sectors. Despite that, increasing diversity in service offerings induces complexity and difficulty in service cost estimation. This research presents a service family cost estimation methodology that is based on service modularity and activity based costing (ABC). A service family is identified by selecting a set of similar services. Subsequently, activities of each service are identified with an activity diagram. The service family is then decomposed into functional and physical elements, where service modules are identified. Service activities are then mapped into relevant service modules using k-mean clustering algorithms, and activities of each service module are segregated into common and specific services using un-weighted pair group method with arithmetic mean. Finally, modified two-stage ABC methodology is applied to estimate the costs for a service family. To demonstrate the applicability of the proposed methodology, a case study is carried out to estimate the cost for a family of aircraft engines.     

基于PSS理念与技术进化理论的工业产品包装设计研究

目的 为了解决工业产品领域包装用量大、浪费严重以及回收困难等问题,引入产品服务系统设计理念与技术进化理论.方法 针对产品包装现状,通过商业产品包装与工业产品包装的对比分析,得出工业产品包装改进设计的必要性与可行性.而产品服务系统设计的有效实施需要一定的理论与技术支撑,引入TRIZ技术进化理论作为产品服务系统的支撑工具,将可持续理念以实践方式应用于工业产品包装领域.结论 通过技术进化理论与PSS理念的结合应用,有效缓解了工业产品包装浪费严重、回收困难等问题,扩展了产品服务系统设计应用范畴,技术进化理论的应用也为PSS带来了新的发展方向.最后,以信息通讯设备企业包装为例,对产品服务系统与技术进化理论结合应用进行了验证.     

A framework for cost evaluation in product service system configuration

Configuration systems are increasingly used as a means for efficient design of customised product service systems (PSS) to satisfy diverse customer needs. Cost evaluation is thereby important to assist the configuration engineers in making decisions on feasible configuration solutions. However, little research attention has been received until recently. To fill this gap, this paper contributes in developing a framework for cost evaluation in PSS configuration. A holistic view of PSS configuration, the three-dimensional PSS cost element, and a life cycle-oriented cost evaluation approach are successively proposed. The framework is thereby established with a number of parts, including the preparatory stage, the evaluation stage and the configuration stage. A pump PSS is illustrated to validate the developed framework. Four feasible configuration solutions in one configuration activity are evaluated and compared. The configuration engineers are thus assisted with the decision on selecting the one with the least cost.     

Contract design for cooperative product service system with information asymmetry

This paper studies how to effectively provide product service system (PSS) in the supply chain with asymmetric information for service-oriented manufacturing (SOM). With a PSS, the manufacturer chooses the product quality, and the retailer, who possesses private cost information, is responsible for adding necessary value-added service based on the basic product. The analytical underpinnings of our work are provided by the principal-agent paradigm. In the paper, we develop three types of contracts and conduct a detailed comparison among the three contract models. With these studies, we find that: (i) the wholesale price contract is dominated by the other two contracts, (ii) The retail price maintenance contract can always generate a higher profit for the manufacturer and a higher welfare for the consumers, whereas the franchise fee (FF) contract can always generate a higher profit for the retailer and (iii) The FF contract can always stimulate more service from the retailer. Our theoretical and numerical results show that there are significantly different effects when the three types of contracts are utilized in the supply chain for SOM with asymmetric information, and which of them is the most attractive will depend largely on the power structure of the supply chain and/or their cost information types.     

PSS modularisation: a customer-driven integrated approach

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, this 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 modularisation 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.     

老龄心血管健康管理的产品服务系统设计研究

目的以心血管健康管理系统为例,从产品服务系统的视角探索医养融合的本土化解决方案。方法基于产品服务系统理论,运用"文化探测包"进行一日生活追踪、非参与式观察和用户访谈。结果在4个用户角色的基础上,构建出心血管健康管理服务系统,并针对关键触点进行"心晓"产品设计和信息界面设计。结论研究发现,只有有效实现老年人乐于接受、易于使用的产品服务系统,才能真正使心血管健康自我管理在医养融合的社区居家养老医疗服务系统中发挥巨大作用。     

An integrated product service system modelling methodology with a case study of clothing industry

Product-service system (PSS) is a business model designed to help enterprises achieve servitisation. PSS not only considers service-oriented logic to increase product value but also supports enterprises with waste reduction. An increasing number of studies have emphasised PSS development. However, much of the literature remains focused on separate development phases, such as idea generation or a specific product or industry application. An integrative system modelling methodology designed to help companies formulate a complete scenario is absent. This study provides a methodology for developing a systematic and complete PSS strategy. It combines failure modes and effects and importance-performance analysis to identify potential customer needs. A service-product development matrix and a product-service life cycle analysis are developed. Following the service concepts generation, grey relational analysis and scenario analysis are utilised to evaluate the alternatives. A case study involving the clothing industry was conducted to test the proposed approach. Results indicate the methodology can help service providers identify existing problems and develop service alternatives systematically. These alternatives can then be evaluated and the scenario which achieves the highest profitability, is the most environmental friendly, and is the most social friendly can be identified.     

Application of Neural Computing in Pharmaceutical Product Development: Computer Aided Formulation Design

Abstract

Most pharmaceutical products are complex systems designed to meet several compendial or other performance standards simultaneously. Ideal or ‘optimum’ product composition and the manufacturing process variables are generally established after extensive experimentation. Artificial Neural Networks are pattern recognition tools that allow the development of ‘expert’ systems without having to write computer programs. With this technology it may be possible to develop formulation ‘expert’ systems to predict the formulation composition and the manufacturing process conditions necessary to achieve the desired performance standards. This report introduces the concept of a formulation expert system to predict the in vitro drug release profile from hydrophilic matrix tablets. Formulation expert systems or Computer Aided Formulation Design has the potential to reduce the time and cost of the product development process.     

A method for identifying customer orientations and requirements for product–service systems design

For manufacturers, developing product–service systems (PSSs) is getting more important because of the trends of servitisation and creating social value. A PSS is a social system where multiple actors mutually provide products and services. A PSS design, therefore, must take into account various actors as customers. However, existing methods provide an insufficient solution as to how various customers should be handled in an analysis to identify and accommodate various customer preferences and requirements. To tackle this issue, this article proposes a new method of identifying customers’ orientations and requirements for PSS design. The proposed method employs a combination of topic analysis, persona and scenario approaches. The effectiveness of the method is demonstrated with its application to an urban development case. Through the demonstration, its practical benefits are concluded as follows: consistent and logical results of requirement analysis and insights into a new market for manufacturers.     

Product-Service Systems for servitization of the automotive industry: a literature review

Nowadays companies are facing several transformations of their activities, empowered and pulled by technological and social evolutions over the few past decades. As competitiveness is a leitmotiv in the market economy paradigm, it is necessary to improve activities through excellence and new offers. In a focus on the consumers’ needs, the limits between tangible and intangible offer are challenged through new kind of offers merging products and service under one common offer. Manufacturing companies, and more precisely the automotive industry, endeavour to integrate new constraints of sustainability, economic globalisation and new ways of consumption made possible with this new kind of offerings. This supports the opportunity to change consumption offers, historically driven by production and consumption of tangible assets. The paper explores a key concept to operate this shift towards a new type of offer gathering products and service into an integrated bundle entitled product-service system (PSS). This paper proposes a review of PSS definitions, methodologies and its applications to clarify the contribution of the literature in enabling its adoption. Requirements to adopt PSS are extracted from case studies and methodologies for servitization are evaluated as means to overcome barriers of PSS adoption. A specific focus is given on the automotive industry.     

A methodology for simultaneous optimisation of design parameters for the preventive maintenance and quality policy incorporating Taguchi loss function

The performance of a production system depends on the breakdown-free operation of equipment and processes. Maintenance and quality control play an important role in achieving this goal. In addition to deteriorating with time, equipment may experience a quality shift (i.e. process moves to out-of-control state), which is characterised by a higher rejection rate and a higher tendency to fail. This paper develops an integrated model for joint optimisation of preventive maintenance interval and control parameters incorporating the Taguchi loss function. We consider two types of maintenance policies: minimal corrective maintenance that maintains the state of the equipment without affecting the age and imperfect preventive maintenance that upgrades the equipment in between ‘as good as new’ and ‘as bad as old’ condition. The proposed model enables the determination of the optimal value of each of the four decision variables, i.e. sample size (n), sample frequency (h), control limit coefficient (k), and preventive maintenance interval (t _PM) that minimises the expected total cost of the integration per unit time. A numerical example is presented to demonstrate the effect of the cost parameters on the joint economic design of preventive maintenance and process quality control policy. The sensitivity of the various parameters is also examined.     

Forecasting and maintenance problem under subcontracting constraint with transportation delay

In this paper, a forecasting production/maintenance optimization problem has been proposed with a random demand and single machine M₁ on a finite horizon. The function rate of the machine M₁ is depending on the production rate for each period of the forecasting horizon. In order to satisfy the customer, a subcontracting assures the rest of the production through machine M₂ with transportation delay. An analytic formulation of the problem has been proposed using a sequential computation of the optimal production plan for which an optimal preventive maintenance policy has been calculated based on minimal repair. Firstly, we find, the optimal production plans of principal and subcontracting machines, which minimises the total production and inventory cost for the cases without and with returned products under service level and subcontracting transportation delay. Secondly, we determine a joint effective maintenance policy with the optimal production plan, which integrates the various constraints for the production rates, the transportation delay and the returned production deadline. Numerical results are presented to highlight the application of the developed approach and sensitivity analysis shows the robustness of the model.     

人机共融产品的开发与服务体系研究综述

目的 在新一代人机共融技术发展背景下,通过分析和明确人机共融产品及其服务体系的特征与价值,指出未来发展趋势,为相关设计、技术与应用研究提供参考.方法 从人机共融的概念出发,给出人机共融产品及其服务体系的定义;收集并分析典型的人机共融产品和相关研究,总结整理人机共融产品的关键特征和支撑技术;探索人机共融产品的典型服务场景,对相关研究现状进行综述.结论 指明了人机共融产品具有情境感知、自适应学习、自主决策的典型特征;分析了人机共融产品的服务体系在不同场景中可以被赋予的价值;预测了由技术驱动向设计驱动转化、由单品视角向服务体系视角转变的未来发展趋势.     

Modern reliability assurance of integrated circuits—A strategy based on technology capability assessment and production reproducibility control

Technological innovations provide integrated circuits of increased functionality and complexity, and modern design tools facilitate a new multiplicity of products, such as application-specific products (ASICs). Traditional qualification procedures cannot keep pace with this evolution with respect to requirements of product reliability, ability of qualifying the multiplicity of future products, and market demands for saving cost and time. A further development of a reliability assurance concept, which will be discussed here, considers design tools, basic product elements, materials, manufacturing process and controls as a ‘system’, which has to be qualified with respect to the consistency and efficiency of all of the implemented reliability assurance measures. The concept is based on the manufacturer's ‘system’ knowledge and responsibility. It is compatible with the relevant requirements of ISO 9000 and recent military standard proposals. The procedure is applied to commercial products. The main part of this concept is the qualification of the manufacturing technology. The procedure is organized as a continuous process starting at the concept phase of a new technology and its pilot product. The various steps then follow the development, the pre-series and series production phases. The reliability aspects concentrate on the physical properties of product elements relevant to their stability and endurance, i.e. the potential failure mechanisms and their root causes as reliability risks. Thus a major part of reliability testing for the qualification of the pilot product of a new technology can be performed without the use of the final product version. The benefits derivable from this approach are savings in time and cost as well as the capability to handle future product multiplicity.     

Development of a service evolution map for service design through application of text mining to service documents

As digital convergence has proliferated and products have become smarter, various service concepts have emerged based on the capabilities of products. It has become a main concern to illuminate historical changes and status of service concepts according to the utilisation of product elements to provide valuable information for service development. However, a lacuna still remains in the literature regarding a systematic and quantitative approach on this problem. This study proposes a service evolution map as a tool for analysing the evolutionary paths of service concepts based on the utilisation of product elements. The proposed service evolution map consists of two layers with the time dimension: a product element layer for the utilisation of product elements and a service concept layer for the evolutionary paths of service concepts. Based on the service documents describing what the services are, text mining, co-word analysis, and modified formal concept analysis are employed to develop the product element and service concept layers, respectively. A case study of mobile application services is presented to illustrate the proposed approach. This study is expected to be a basis of future research on the interaction between products and services and service concept design based on the creative utilisation of product elements.     

FPA method for optimal production planning under availability/degradation machine and subcontracting constraint

This work treats an industrial problematic of a manufacturing system M₁ subject to random failure and that satisfies a random demand under required service level. To ensure the satisfaction of the demand, it calls up on a second manufacturing system M₂ that is a subcontractor and has a stochastic service level. This paper aims to determine an optimal production plan taking into account the degradation of the manufacturing system following its production rate and its availability. The unavailability of the machine M₁ is due to the non-negligible preventive and corrective maintenance actions duration. To consider a realistic case of the subcontractor, we consider that is not able to respond to the variation of the demand, and then it assumed that the manufacturer can order a minimum fixed quantity. We then derive an optimal production plan taking into account the degradation of the machine and simultaneously minimising: inventory, degradation and production cost. An algorithm based on finite perturbation analysis is proposed to determine the optimal production plan and the sensitivity study of the availability is presented.     

微型电动汽车产品服务系统设计的可持续性研究

目的以微型电动车租赁的用户满意度与商业可持续提升为目标,从利益相关者、产品与服务体系、用户价值与体验质量、商业模式等要素,构建微型电动车租赁服务的系统架构,并对产品服务体系进行整合与创新。方法分析微型电动车服务系统中利益相关者的需求,对系统中产品、服务和系统进行优化和设计,通过共享、互动及利益相关者的延伸与互动等方式,提升微型电动汽车产品服务系统的可持续性。结论提出系统化、模块化的微型电动车设计,以及充电桩的智能化、微型化发展的设计方向、拼车服务机制、电池的梯级利用回收机制,有效增加微型电动汽车的使用率、座位利用率,为后续实现产品服务系统设计的可持续提供设计方法与途径。