Sustainability Driven Product-Service Systems Development: A Case Study in a Capital Goods Manufacturing Company

Abstract

This paper aims to present early considerations in the process of Product-Service System (PSS) development driven by sustainability in a capital goods manufacturing company. Based on the elicitation of drivers and barriers for such companies to introduce PSS, the empirical study described in the paper reports on the experiences from representative professionals within the case company gained through a series of interviews. The conducted investigation reveals that whilst displaying some basic similarities, the focus of PSS development in capital goods manufacturing companies is characteristically different than in other manufacturers. Key differences include that capital goods manufacturers ought to: see co-creation of the offering with the customer as being of crucial importance (to ensure efficiency and effectiveness); place a stronger focus on the use phase of their products and related services (to extend the useful life of the product); and be granted ready access to customers’ products and their use data (in order to pro-vide through-life services). Differences have also been observed in the way that different parts of the manufacturing organization perceive drivers and barriers for the introduction of PSS.