Abstract
A product's value is increasingly determined by the services supporting it. Complex Product-Service Systems (PSS) – combinations of services and products – are in demand. Product usage information (PUI), that is, information about how an individual product is used, is rapidly becoming a valuable asset to industry to help inform service offers throughout the product lifecycle. Conventionally, information about how a product is used is gathered in customer relations and MRO (maintenance, repair and overhaul) processes via channels such as repair logs, call centers or helpdesks. Today, new channels of PUI are emerging from the digitalization of products, the Internet of Things, Cyber-Physical Systems, Internet sources and social media. To benefit from the user experience and knowledge about product-service usage contained in PUI, current product and service development systems (e.g. PDM/PLM, CAx and simulation tools) and the related processes and methodologies need to be extended to incorporate PUI feedback and feedforward loops. This means a suitable IT infrastructure is required to efficiently and seamlessly integrate and apply PUI to PSS (re-)design processes. This paper proposes such an IT infrastructure in the form of an architecture for a Virtual Open Platform for incorporating feedback loops into PSS (re-)design processes and the corresponding IT systems.
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