Abstract
Access to high quality information is essential for effective design, development and delivery of service. In product-service systems (PSS), this includes both information to support the lifecycles of physical products and associated services and information to support the management of services. Service blueprinting is a widely used technique for visualisation and mapping of service activities. This paper introduces the concept of Service Information Blueprint, which builds on and extends the existing concept of service blueprint by including definition of service information needs and capture of service information in PSS environment. Three types of information associated with a service activity is captured in the Service Information Blueprint-input, process and output information. Applicability of the Service Information Blueprint to define technical support services is demonstrated using a case study on machine maintenance and repair service contract scenario. In addition, the impact of changes in service contract type on service definition and information requirements is demonstrated.
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