This open access book summarizes research being pursued within the Manutelligence project, the goal of which is to help enterprises develop smart, social and flexible products with high value added services. Manutelligence has improved Product and Service Design by developing suitable models and methods, and connecting them through a modular, collaborative and secure ICT Platform. The use of real data collected in real time by Internet of Things (IoT) technologies underpins the design of product-service systems and makes it possible to monitor them throughout their life cycle. Available data allows costs and sustainability issues to be more accurately measured and simulated in the form of Life Cycle Cost (LCC) and Life Cycle Assessment (LCA). Analysing data from IoT systems and sharing LCC and LCA information via the ICT Platform can help to accelerate the design of product-service systems, reduce costs and better understand customer needs. Industrial partners involved in Manutelligence provide a clear overview of the project’s outcomes, and demonstrate how its technological solutions can be used to improve the design of product-service systems and the management of product-service life cycles.
Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
"Introduction to Product/Service-System Design" contains a collection of practical examples demonstrating how to design a PSS in industry. These recent examples are the results of applying various theories developed in different countries and therefore accommodating diverse cultural differences. Providing a useful overall guide to the state of the art in theory and practice, each chapter covers the cutting edge of a different methodology or practice. The book’s focus on design is also evident in the discussion of how to anticipate and utilize the various dynamics within each dimension. "Introduction to Product/Service-System Design" will help improve working processes and inspire creative thinking for the wide range of people involved in designing a PSS: designers, marketing professionals, sales staff, production engineers, and service engineers. It can also serve as a reference book for university students on advanced courses.
Industrial Product-Service Systems (IPS2), which is defined as “an integrated industrial product and service offering that delivers value in use,” has expanded rapidly over the last decade. IPS2 has allowed us to achieve both high added value and high productivity and has enriched our QOL by improving the performance of products and services. We are now struggling with many awkward issues related to sustainability, but IPS2 is expected to be the “philosopher’s stone” for solving these issues. Following the pattern of conferences held in Cranfield in 2009, Linköping in 2010, and Braunschweig in 2011, the fourth International CIRP Conference on Industrial Product-Service Systems, held on November 8-9, 2012, in Tokyo, will cover various aspects of IPS2. Topics planned for this year’s conference reflect the latest IPS2 information in both the natural sciences and humanities and include case studies from various industries. IPS2 is still a relatively new field, so it is important to keep track of the entire context in order to promote more cross-sectional cooperation between multimodal fields and disciplines. The fourth International CIRP Conference on Industrial Product-Service Systems will serve as a vital platform for such collaborations and the discussion of new scientific ideas.
"This book provides a comprehensive collection of research and analysis on the principles of service, knowledge and organizational capabilities, clarifying IT strategy procedures and management practices and how they are used to shape a firm's knowledge resources"--Provided by publisher.
In the increasingly competitive corporate sector, businesses must examine their current practices to ensure business success. By examining their social, financial, and environmental risks, obligations, and opportunities, businesses can re-design their operations more effectively to ensure prosperity. Sustainable Business: Concepts, Methodologies, Tools, and Applications is a vital reference source that explores the best practices that promote business sustainability, including examining how economic, social, and environmental aspects are related to each other in the company’s management and performance. Highlighting a range of topics such as lean manufacturing, sustainable business model innovation, and ethical consumerism, this multi-volume book is ideally designed for entrepreneurs, business executives, business professionals, managers, and academics seeking current research on sustainable business practices.
This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking. A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book. It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals.
Selling products used to be the standard way of doing business. Traditionally, it is left to the user to transform the purchase of a product into something that fulfils effectively a final-user need. Today, two streams of research – business management and sustainability – normally with very distinct perspectives on the world, have surprisingly converged to form a common conclusion: selling products is old-fashioned business. Companies should switch their focus to selling need fulfilment, satisfaction, or experiences. Or, in other words, selling integrated solutions or product-services. The business management literature argues that, by focusing on the integrated, final-client needs, and delivering integrated solutions fulfilling these needs, companies will be able to improve their position in the value chain, enhance added value of their offering, and improve their innovation potential. In a business world where many products are becoming equally well-performing commodities, this strategy is one of the ways to avoid a sheer competition on price – a type of competition that Europe never can win with emerging and low-cost economies such as China. In that sense, product-services can mean new business for old Europe. The sustainability knowledge stream argues that need-focused solutions could be inherently more sustainable than products. Product-services could offer the value of use instead of the product itself and decrease the environmental load in two ways. First, companies offering the service would have all the incentives to make the (product-)system efficient, as they get paid by the result. Second, consumers would be encouraged to alter their behaviour as they gain insight into all the costs involved with the use. Until today, the connections and interchange between the two research streams have been quite limited. The question of whether product-services truly are the avenue to a sustainable world is still under discussion. This book aims to develop a systematic view on this issue. The potential of product-services to enhance competitiveness and contribute to sustainable development prompted the EU to invest heavily in the theme under the EU's 5th Framework Programme (FP5; 1997-2002). A variety of research and development projects in the field were supported under the umbrella of the Sustainable Product Development Network (SusProNet). These included MEPSS (Methodology Product Service Systems); Home Services; HiCS (Highly Customerised Solutions); Prosecco (Product-Service Co-design); and Innopse (Innovation Studio and exemplary developments for Product-Service). The projects were undertaken by a mix of European research institutions and companies including Orange, Philips and Nokia. Some of these projects focused on developing methods that could help industries change their output from a product to a service. Others focused on the development of new product-services or solutions (HiCS, Prosecco, Innopse), and yet others tried to analyze under which circumstances product-services are likely to be implemented and accepted by consumers (Home Services). One project focused on dissemination of the concept to SMEs (Lean Services). Other projects focused purely on new product-service development, such as Brainfridge (an intelligent fridge managing its supply chain), ASP-NET (application service providers), Protex (intelligent enzymes) and IPSCON (receivers for wireless telephones). New Business for Old Europe brings together the key outputs from all of these groups to present a state-of-the-art collection on product-service development, prospects and implications for competitiveness and sustainability. The book has a number of aims. First, it attempts to bridge the gap between business and sustainability literature to lead to a better-founded understanding of the business drivers for embarking on product-service development, and its relation with sustainability and competitiveness. Second, the book reviews the large amount of studies that have developed toolkits, methods and approaches that can support marketers, product developers and strategists in business to develop product-services, selects the best-practice approaches and analyses any gaps. Third, the book examines what opportunities there are for product-service development in a variety of key areas including base materials, information and communication technologies, offices, food and households. Each chapter in this section discusses the area, developments that will stimulate or hinder the market opportunities for product-services, product-service examples, and typical implementation challenges for product-services in that area. These chapters serve as a quick introduction for companies interested in developing product-services in a specific area. Fourth, the book translates all the lessons into suggested approaches for product-service development by companies. Annexes include a lightweight "product-service development manual" and an alphabetical list of useful underlying tools.
This two-volume set LNCS 12192 and 12193 constitutes the refereed proceedings of the 12th International Conference on Cross-Cultural Design, CCD 2020, held as part of HCI International 2020 in Copenhagen, Denmark in July 2020.The conference was held virtually due to the corona pandemic. The total of 1439 papers and 238 posters included in the 40 HCII 2020 proceedings volumes was carefully reviewed and selected from 6326 submissions. The regular papers of Cross-Cultural Design CCD 2020 presented in this volume were organized in topical sections named: Cross-Cultural User Experience Design; Culture-Based Design, Cross-Cultural Behaviour and Attitude, and Cultural Facets of Interactions with Autonomous Agents and Intelligent Environments.
