Successful Product Service System Research Articles

Smart experience-oriented customer requirement analysis for smart product service system: A novel hesitant fuzzy linguistic cloud DEMATEL method

Smart product service system (PSS) has become an essential strategy to transform towards digital servitization for manufacturing companies. By leveraging smart capabilities, smart PSS aims to create superior user experience in a smart context. To develop a successful smart PSS, customer requirement management from smart experience perspective is necessary. However, it is a challenging task to identify and evaluate diverse, implicit and interrelated smart experience-oriented customer requirement (SEO-CR) in smart PSS context. Hence, this paper proposes an effective methodology to elicit and analyze SEO-CRs. At first, a generic, two-dimensional SEO-CR system is presented as a basis to derive the tailored SEO-CRs for various smart PSS applications. Second, a novel HFLC-DEMATEL (hesitant fuzzy linguistic cloud-based Decision-making and trial evaluation laboratory) method is proposed to accurately evaluate the priority and complicated interaction of SEO-CRs, considering the hesitancy, fuzziness and randomness under uncertain decision environment. Some new operations (e.g., cloud total-relation matrix and weight determination method) and a cloud influence relation map are developed to fully take advantage of cloud model in DEMATEL implementation. Finally, a real case of smart vehicle service system (SVSS) is presented. The 18 SEO-CRs of the SVSS are derived based on the generalized SEO-CRs. By using HFLC-DEMATEL, some important SEO-CRs in context of SVSS are identified, such as autonomous and convenience. The finding of results can help designers make proper decisions in design and development of SVSS with a superior smart experience. The effectiveness and reliability of the proposed method are validated by conducting some comparative analyses.

A Vulnerability Assessment Framework for Product-Service Systems Based on Variation Mode and Effect Analysis

In recent decades, the product-service system (PSS) has been spotlighted due to its innovation and sustainability. As a novel business system, PSS provides additional value for products through the addition of service, which effectively upgrades the traditional manufacturing industry. For realizing a successful PSS, a robust and reliable operation stage is extremely important for users to stay satisfied and loyal. Thus, designers need to ensure that this system is not sensitive to any influential perturbation. Namely, they must achieve the desensitization of PSS to vulnerability. However, the current PSS design field still does not provide an effective method to assess the vulnerability in the whole life stage of PSS. This would lead to less time for the PSS provider to respond to various events. Furthermore, the tremendous loss could be caused due to the immaturity of the system. Therefore, this research has developed a vulnerability assessment framework based on variation mode and effect analysis (VMEA) for PSS. This developed framework has the ability to identify the potential noise factors and assess their severity based on multiple steps of analysis. This method has proved its effectiveness through an application example, and it is also expected to enable PSS researchers to design a robust PSS.

A method for identifying the relationship between PSS features and barriers based on Bayesian networks

Product-service systems (PSS) are gaining traction as a means of achieving sustainability. To successfully implement PSS, it is necessary to estimate the barriers that may arise in the implementation of the PSS at the design stage, and to take measures to increase social acceptability in advance. On the other hand, to realize this, it is essential to understand the relationship between the characteristics of PSS and the barriers that may arise in its implementation. However, existing research only investigates PSS features and barriers individually, and the relationship between them has not been fully understood. This paper thus aims to grasp the relationship between PSS features and barriers by collecting case study data through a literature survey and constructing a Bayesian network based on the data. As a result, the relationship between PSS features and barriers was represented as a graphical model and a probability table. The result is expected to assist PSS designers in estimating the expected barriers based on PSS features during the design phase, thereby contributing to successful PSS implementation.

A novel framework to evaluate innovation value proposition for smart product–service systems

Abstract Combining intelligence elements with product–service systems (PSS) has become a significant requirement because of the recent increase in customers’ demands for smart products and services. In order to have a successful smart PSS that satisfies customers’ requirements, investigation and evaluation of the innovation value propositions (IVPs) became one of the critical necessities. The main advantage of adopting smart PSS is the ability to gather and process a large amount of information to help in decision making and development processes. This study proposes an integrated framework using DEMATEL and CRITIC methods based on the neutrosophic set. Due to the variant of the evaluation process and ambiguity in information, neutrosophic numbers can be used as an efficient expression to guarantee successful evaluation. By comparing the neutrosophic set with other approaches that deal with uncertainty and inconsistency of information, it is more powerful in handling uncertain judgments by considering the truth-membership function, falsity-membership function, and indeterminacy-membership function. Smart PSS can improve an overall quality in the healthcare sector extensively as many solution types, such as sensors, smart pills, and smart surgeries. An illustrative case of smart Continuous Glucose Monitoring (CGM) sensors is demonstrated to examine the proposed framework.

Section 2.a Introduction

It is widely recognized that Product-Service System (PSS) is a promising new business creation approach. In the digital era and with the rise of the service economy, PSS provides enterprises with additional approaches to create sustainable innovations and build competitive advantages. It mainly focuses on designing good experiences, establishing value networks among different stakeholders, creating new business models, and improving existing business models. Furthermore, PSS emphasizes service-dominant logic and the “use phase” of the product life cycle analysis.
 Although the value of PSS has been widely recognized, there is still a lack of successful PSS innovative cases. Past research has noted that there are a lot of barriers and challenges when designing and implementing PSSs. In addition to understanding the user’s needs, wants, and desires, PSS design has to adopt a holistic view on value creation, scalable methods, value propositions integrating internal and external stakeholders, and organizational transformation. This section aims to offer a platform for practitioners and researchers to uncover compelling insights, discuss latest developments, and envision future directions for PSS design.

Application of Big Data in a Multicategory Product-Service System for Global Logistics Support

This article conducts a case study with a global logistics service value-added (GLSV) system using big data analytics (BDA), which is implemented in a machinery equipment manufacturing company to provide a multicategory product-service system (PSS) intended to enhance firm performance. Drawing on the product-service system (PSS) concept, application of big data analytics, and strategic information systems planning (SISP), the plan do check action (PDCA) concept is used to develop a research framework in order to achieve the target company's objectives through the use of a global logistics system. The current article considers a machinery and equipment company located in a developing country as the case study. Through the case study, it is ascertained how the case company develops a GLSV system with BDA applications that leads to achieving multicategory PSS applications. The results indicate that a successful multicategory PSS should consider customer demands in the system framework and construct innovative assisting functions to support customer requirements. The proposed model not only demonstrates that a firm's business models should apply big data to align product providers with multicategory product-and-service providers for the PSS in global supply chains but also proves that this approach will enhance competitive advantage.

Who are the Stakeholders Mentioned in Cases of Product-Service System (PSS) Design?

AbstractProduct-service systems (PSS) are solutions that integrate product and services in order to fulfill the customers’ needs by means of greater value in use. Multiple stakeholders should be involved in the design process for the development of a successful PSS value proposition. However, it is not clear who could be the potential stakeholders of a PSS. The aims of this study are to consolidate the stakeholders cited in PSS case studies and to reveal the terms used to refer to “stakeholder” in PSS literature. A systematic literature review was carried out, and an inductive content analysis procedure was applied. A total of 28 stakeholders were listed from the selected studies, whose PSS cases were classified as use- oriented or result-oriented services. Multiple terminologies are used to refer to stakeholders. This study contributes for showing the potential stakeholders that can be involved and engaged in the PSS design and operation. Also, it indicates the terms from which they can be addressed in the PSS literature.

A context asymmetry analysis method for successful PSS design

Product-Service System (PSS) is a business model that creates high added value through value co-creation process among stakeholders with sophisticated integration of products and services. On the other hand, in recent manufacturing industries, the providers often provide products and/or services unilaterally without reaching consensus fully among stakeholders in the early PSS design stage. Hence, their outcome is not always successful due to information asymmetry among stakeholders. To visualize this disparity, this article proposes a context modelling method, which identifies factor causing information asymmetry in PSS design. A design scene in business demonstrates that the proposed method visualizes the asymmetry among various PSS stakeholders.

An approach for the modelling and quantification of PSS customisation

A Product–Service System (PSS) is a dynamic and multidimensional system that is comprised of products, services, a large network of stakeholders and all necessary supporting infrastructures, aiming towards becoming continuously competitive, satisfying customer needs and improving environmental aspects. The design of such a system and its evaluation throughout the lifecycle are challenging tasks owing to their inherent complexity, which becomes even greater when the aspect of customisation is considered. Nevertheless, the literature work regarding the customisation of PSS is scarce. Towards bridging this gap, the present work proposes a framework for PSS customisation, including the main steps that are required for a successful PSS customisation. For each step in the framework, which has been collected from the literature, PSS approaches have been provided, and could be used in the execution of each step. Next, the present study introduces a method for: (i) the modular representation of PSS based on vector analysis, and then (ii) the quantification of the PSS customisation degree.

Overcoming the Product-Service Model Adoption Obstacles

Product-Service Systems (PSS) benefits are not limited to its providers and costumers, but the whole society might also take advantage from its sustainability impact. Nevertheless, many PSS projects still fail, and lots of customers stick to buying mere products or services in a transactional rather than a relational context. Shifting to the PSS paradigm requires a mind-set/organizational culture change both from the PSS’ provider and customer. On one hand, the manufacturing companies should change from production scale to use scale, therefore producing fewer products that will be more used, and the profit will be rather based on the services they provide. On the other hand, the customer must be flexible to give up product property in favor to product use when it pays off in the long term. Not surprisingly, this paradigm shift creates some obstacles that could deter companies from adapting the product-service concept, as a successful PSS will require different societal infrastructure, human structures and organizational layouts in order to function in a sustainable manner. This paper analyses the benefits and obstacles from/for PSS and proposes a self-assessment questionnaire that point to the needed business model changes in companies interested in adopting PSS.

Business Model Configuration for PSS: An Explorative Study

Product Service System (PSS) is an innovative approach that consists in offering bundles of products and services for a global fulfilment of customer needs. Certainly, successful PSS deployment implies a transformation of the whole Business Model of the provider company; however, the traditional business models are oriented to deliver pure products or pure services rather than combined offers. Then, new Business Models must be conceived from PSS perspective to overcome the extant lack in the literature and to face the current industrial challenges. Based on a literature review, this paper analyses the specificities of business models in a PSS perspective. This analysis is improved by empirical evidences from a case study conducted in a Colombian Cake Shop, framed into the service context. The case study allows to verify some findings from the literature and provides new elements to enrich the framework of a PSS-based Business Model. Finally, some conclusions are discussed as well as the limitations of this work.

Implementing Sustainable Product–Service Systems Utilizing Business Model Activities

To stay competitive and comply with government legislation, many global manufacturing companies try to diminish their environmental impact and avoid commoditization of their products by offering sustainable product–service systems (PSS). Offering PSS successfully is highly challenging, however, and significant interfirm heterogeneity exists with regard to successful PSS provision. Based on multiple case studies in two global manufacturing companies, the importance of the business model as an organizing device to align and coordinate key activities and scarce resources in PSS is highlight. The analysis provides insights into the underlying building blocks that will help firms implement a PSS business model and provides new implications for analyzing and improving PSS offers.

Firms' transition to green product service system innovators: cases from the mobility sector

This paper explores different transition paths firms can take to become product service system (PSS) innovators. Applying the dynamic capability theory, we study how three firms, respectively, a product innovator, a service innovator and a new venture, have developed PSS innovations in the mobility sector (car2go by Daimler AG, Hertz on Demand by The Hertz Corporation and Better Place). Based on semi-structured qualitative interviews with project managers, we propose a framework that incorporates three major transition paths. We derive propositions for a necessary capability set and the sequence of necessary capabilities along the innovation process. Our results indicate that the capabilities for developing and operating the technical network infrastructure are particularly relevant for successful PSS innovators, wherefore those firms should internalise these. Moreover, we discuss different types of environmental gains that can be realised from PSS innovations.

An evaluation method for designing a new product-service system

Although the importance of the design of a new PSS (Product-Service System) should be emphasized, it is not obvious that traditional evaluation methods of pure services are still appropriate for PSSs. Since methods to evaluate the feasibility of new businesses vary with the characteristics of businesses, the evaluation methods might need to be modified to reflect unique nature in the design of a new PSS. Therefore, this paper aims at improving the applicability of evaluation methods for designing a new PSS by proposing a new framework and performing an empirical study where a new evaluation method can be used for PSSs. To this end, first, the meanings of service innovation, PSS, and evaluation methods in service research will be investigated. Second, an evaluation method for designing a new PSS will be suggested by considering the perspectives of service providers as well as customers. Finally, the method will be applied to evaluate the feasibility of designing a car-sharing service that is a use-oriented PSS. This method will provide a good means of drawing a potentially successful PSS by applying the proposed evaluation methodology and process.

Product design for product/service systems

Purpose – The purpose of this paper is to elucidate how Swedish industry has adapted theirproducts for product/service systems (PSS).Design/methodology/approach – Three case study companies that manufacture forklift trucks,soil compactors and household appliances are studied. Interviews with company staff are conducted aswell as product analyses in laboratorial environment. The theory is based mainly on previous PSS,design and remanufacturing research.Findings – A key factor when developing products for PSS is to design the product from a life-cycleperspective, considering all the product’s life-cycle phases, namely manufacturing, use, maintenanceand end-of-life treatment. Many of the design improvements deal with the accessibility of parts andcomponents during maintenance and remanufacturing operations, and several of them could reducethe need and cost for maintenance, repair and remanufacturing.Research limitations/implications – Uncovering any additional product requirements needed fora successful PSS not addressed in this paper. For example, it could be interesting to explore whichproduct data could be collected during use in order to improve the products’ different life stages.Practical implications – The findings in this paper illustrate and describe many industrialimplications for engineering designers to consider when developing PSS.Originality/value – The novelty of this paper is aimed for designers to study how they can adapttheir future products used in PSS in a more beneficial way than in traditional product design. Thepaper shows ideas and general guidelines to follow which have been scarcely published.

Clarifying the concept of product–service system

A new trend of product–service systems (PSSs) that has the potential to minimise environmental impacts of both production and consumption is emerging. This article attempts to build a theoretical framework for PSS and serves as a background for identifying possible investment needs in studying them. There are three main uncertainties regarding the applicability and feasibility of PSSs: the readiness of companies to adopt them, the readiness of consumers to accept them, and their environmental implications. The main finding is that successful PSSs will require different societal infrastructure, human structures and organisational layouts in order to function in a sustainable manner.