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Design Science Journal
Papers

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

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

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

Pages: 129-138

ISBN: 978-1-904670-47-6

ISSN: 2220-4334

Abstract

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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ds conferenceICED13: 19th International Conference on Engineering Design

ICED13: 19th International Conference on Engineering DesignThe 19th International Conference on Engineering Deisgn (ICED13) will for the first time take place in Asia: ICED13 on 19-22 August 2013 at Sungkyunkwan University, Seoul, Korea The ICED13 motto is: "Design for Harmonies" - Harmony of Products and Services - Harmony of Old and New - Harmony of Culture and Technology - Harmony of East and West The conference chair is Prof. Yong Se Kim of the Creative Design Institute at Sungkyunkwan University. Important dates are: Call for Papers:...

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SIG Workshop - March 2013