Hybrid Fuzzy Methodology for the Evaluation of Criteria and Sub-criteria of Product-service System (PSS)

Abstract

The world economy has seen the evolution of predominant economic activities. Frompre-industrial society based on extractive activities (primary sector), through the industrial era characterized by the production of consumer goods (secondary sector), to the post-industrial age with predominance of the service sector (tertiary sector). In addition, more recently,it has been integrated with the products. i.e. PSS (Product-Service System) an integrated combination of products and services. A PSS can be thought of as a market proposition that extends the traditional functionality of a product by incorporating additional services. The primary aim of thispaper is to evaluate the criteria and sub-criteria of theimplementation of PSS (point of view of operations), based on the quality dimensions, through of hybrid methodology (Fuzzy Delphi – FDELPHI and Fuzzy Analytic Hierarchy Process – FAHP). The fuzzy Delphi method was used to validate the criteria and sub-criteria taken from the literature. FAHP method to calculate the relative weights of the selected criteria and sub-criteria. The questionnaire (based on the quality dimensions) was applied to a large company located in Paraná, Brazil,which has the intention of implementing PSS. The results show that the criteria that were relevant to the company: C3 (Restructuring) had the high weight (17.80%), C9 (Assurance) (15.38%) and C4 (Innovation and Technology) (13.26%). Regarding sub-criteria (global weight), the most influential are“Sc46 (learning and understanding of requirements of necessity and customer satisfaction) 5.55%), Sc14, Sc15, Sc17 and Sc18 (Restructuring) (3.54%, 3.35%, 3.30% and 3.00% respectively). Thus, this work is expected to contribute to improvement in the management of product-service system (PSS) innovation and to provide competitive advantages.