Product service-systems implementation: A customized framework to enhance sustainability and customer satisfaction

Abstract

Abstract New trends in product development aim at integrating the improvement of all activities related to the products’ life-cycle, particularly when considering environmental issues. Within this context, Product-Service System (PSS) appears as a promising model, representing a win-win solution for both companies and customers. In particular, the medical devices industry is a sector where the PSS approach can assume a key role. However, despite the potential benefits deriving from the implementation of PSS solutions, few studies on PSS consider this sector. To accomplish this, the paper proposes a methodology based on the analysis of the market demand and customers’ needs by means of the Quality Function Deployment (QFD) method, and the simulation of life-cycle scenarios through the Screening Life Cycle Modelling (SLCM) method supported by Life Cycle Assessment (LCA) and Life Cycle Costing (LCC) tools. A case study performed in collaboration with a manufacturer of biomedical devices showed the benefits of the proposed methodology in the development of sustainable PSS solutions. Actually, the results demonstrate the validity of such an approach in enhancing customer satisfaction, while reducing environmental concerns and costs.