Conference article

Customer loyalty can be obtained under the condition that isolated offerings proposed by manufacturers are replaced by integrated value adding solution composed of a product and one or more product-service. The design of such solution requires to take account of four narrowly overlapping dimensions: the product; the product-service; the process and the organization. Objective of this paper is to present a method to support PSS design taking all the dimensions and managerial changes into account; analyzing how they are linked and how they allow to design coherent value adding solution using the most appropriate methodologies and tools whatever their belonging scientific discipline. To reach this objective; we propose to analyze PSS development using a project management centric view as it encompasses the firm’s environment; core competence; process; organization; benefits; risks and value concepts. A special focus will be devoted to the definition and characterization of these two latest concepts.

PSS design; service value; service engineering