Knowledge Base Repository
In addition to research papers, the Design Society is developing several valuable resources for those interested in the study of design. These include a repository of PhD theses, a library of case studies and transcripts of design activities, and an archive of our newsletters. Please note that these resources are accessible exclusively to Design Society members.
A Modeling Method of Services on their Contents and Delivery Processes
Hara, Tatsunori; Arai, Tamio; Shimomura, Yoshiki
Type:
Year:
2009
Editor:
Norell Bergendahl, M.; Grimheden, M.; Leifer, L.; Skogstad, P.; Lindemann, U.
Author:
Series:
ICED
Section:
Product and Systems Design
Page(s):
323-332
Abstract:
Manufacturers are required to supply more services to customers in addition to material products. This paper aims at presenting a method to model services contents and its delivery process for developing a design methodology of services. To serve this need, using function design tools in engineering, we extend traditional service blueprinting methods to include physical processes and its relationship with service activities as well as the relationship with customer value. As a result, we developed graphical representation of service that marketers and engineers can share during the design phases of service. For engineering field, by incorporating information of service delivery process into conventional function model, the value of both physical products and human activities throughout product lifecycle can be well balanced. For marketing field, by incorporating functional quality in service delivery process, evaluation of customer satisfaction on services based on their contents can be performed. As a consequence, the maximization of customer value in service can be expected by the proposed blueprint.
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