Redesign of product service system applying failure mode and effects analysis and importance performance analysis

DS 75-4: Proceedings of the 19th International Conference on Engineering Design (ICED13), Design for Harmonies, Vol.4: Product, Service and Systems Design , Seoul, Korea, 19-22.08.2013

Year: 2013
Editor: Udo Lindemann, Srinivasan V, Yong Se Kim, Sang Won Lee, John Clarkson, Gaetano Cascini
Author: Chen, Chih-Chuan; Chiu, Ming-Chuan
Series: ICED
Institution: National Tsing Hua University, Taiwan, Republic of China
Page(s): 129-138
ISBN: 978-1-904670-47-6
ISSN: 2220-4334


In order to advance the competitiveness, more and more enterprises developed an integrated solution called product-service system (PSS) instead of solely new product/service. However, most of new PPS failed due to the lack of systematic methodology. To solve this issue, this study proposed a new methodology based on feedback of losing/unsatisfied customers. Failure Mode and Effects Analysis (FMEA) technique and Importance-Performance Analysis (IPA) are conducted to identify critical customer needs. Several scenarios are developed for different customer requirements. The performance of new PSS is evaluated with Service Quality (SERVQUAL) survey. A clothes service case study is presented to demonstrate the benefit of new PSS and there is 20-50% improvement in customer satisfaction.

Keywords: Product service system, FMEA, IPA, SERVQUAL


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