Abstract
A method for public service design, which enables designers to realize high-value added service design by considering plural different customer groups in parallel, is proposed. In General, service designs focus on specific customers. However, because of the diversity of customer requirements, it is difficult to design a public service that addresses the requirements of all customers. To achieve higher customer satisfaction, it is imperative to summarize the requirements of various customers and design a service by considering customers belonging to different categories. In this article, we propose a method that enables highly public service development by considering groups of various customers and minimizing customer dissatisfaction by adopting a group-decision-making approach. As a consequence, improvement of effectiveness of highly public service development can be expected.
Highlights
Environmental problems have grown in importance over the last couple of decades
Customer Requirements In Service Engineering, a service is defined as an activity undertaken by a service provider to change the state of a service receiver [5]
In the same manner as Service Engineering, in this study, requirements of customer categories can be represented by a set of receiver state parameters (RSPs)
Summary
Environmental problems have grown in importance over the last couple of decades. society should reduce its production and consumption volumes of artifacts to an adequate, manageable. Axioms 2014, 3 size without decreasing the current quality of life To this end, it would be effective to pursue qualitative satisfaction rather than quantitative sufficiency and decouple economic growth from material and energy consumption [1]. In order to achieve high value-added services with limited resources, it is necessary to analyze various customer requirements and prioritize them in an effective manner According to this background, the paper proposes a method to prioritize customer categories and their requirements by adopting the approach of group decision-making [8]. The proposed method includes the portfolio analysis that compares the priority of customer categories and their requirements The effectiveness of this method is demonstrated by its application to the example of an elevator renewal service
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