Product Services Case Study

Collaborative Design of Product-Service System with
Multi-Segment: Framework and Model

Rosita Meitha Surjani*, Udisubakti Ciptomulyono, Maria Anityasari,
Industrial Engineering Department, Institut Teknologi Sepuluh Nopember

Abstract- Research in Product-Service System has been significantly growing in recent years. However, most studies within PSS design were conducted only for one customer-segment. There was little attention given to multi-customer segment. In fact, most of PSS providers have several customer segments. The PSS provider and each customer segment sometimes have different needs. Therefore, PSS should be designed collaboratively by incorporating not only PSS provider’s need but also multi-customer segment’s. In addition,

I. INTRODUCTION
T
HE effort of companies to become competitive and sustainable has demonstrated that providing physical products alone is insufficient [1]. In recent years, consumers do not specifically demand products but rather are seeking the utility of these products and the accompanying services [2]. The basis of customer value has moved from physical product offering to product-service system (PSS).
PSS is an integrated bundle of physical products and services which aims at creating customer utility and generating value [3]. PSS is considered as a useful and attractive approach in achieving sustainability, and is able to attract customers and differentiates firms from competitors.
Research and applications of PSS have been significantly growing in recent years [1, 3]. However, there was little attention given to PSS design with multi-segment. PSS design is the most important step in PSS realization. PSS should be designed collaboratively by incorporating PSS actors, as well as the multi-customer

PRODUCT-SERVICE SYSTEM DESIGN
The most important stage in adopting PSS is PSS design which has become an emerging research area in PSS field [4]. Previous studies have proposed several methods for PSS design, such as product/service integration design methodology based on the axiomatic design theory and the fault tree analysis, and product-service blueprint method [2]. The previous methods has proposed design frames, PSS development processes, tools implementation and service design process.
PSS design is quite different from physical product design because of several new variables, namely: time, interaction between PSS actors, social habits, and culture background. In PSS, the important aspects to improve competitiveness are collaboration among customers, developers, suppliers, and manufacturers throughout the entire product-service lifecycle are becoming much important for the most advanced competitiveness [6]. Therefore, PSS should be designed collaboratively, coordinated well considering the mutual influences of products and