Redesign of product service system applying failure mode and effects analysis and importance performance analysis
Editor: Udo Lindemann, Srinivasan V, Yong Se Kim, Sang Won Lee, John Clarkson, Gaetano Cascini
Author: Chen, Chih-Chuan; Chiu, Ming-Chuan
Institution: National Tsing Hua University, Taiwan, Republic of China
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.