Requirement Analysis for Strategic Improvement of a B2B Service

F. Akasaka
Department of System Design, Tokyo Metropolitan University, Tokyo, Japan

S. Hosono
Service Platforms Research Laboratories, NEC Corporation, Tokyo, Japan

K. Kimita
Department of System Design, Tokyo Metropolitan University, Tokyo, Japan

M. Nakajima
Department of System Design, Tokyo Metropolitan University, Tokyo, Japan

Y. Shimomura
Department of System Design, Tokyo Metropolitan University, Tokyo, Japan

Ladda ner artikel

Ingår i: Proceedings of the 2nd CIRP IPS2 Conference 2010; 14-15 April; Linköping; Sweden

Linköping Electronic Conference Proceedings 77:15, s. 117-124

Visa mer +

Publicerad: 2012-10-11

ISBN: 978-91-7393-381-0

ISSN: 1650-3686 (tryckt), 1650-3740 (online)


Manufacturing companies are starting to recognize that services offered through a product are important. From the viewpoint of offering products in combination with services; it is important for designers to focus on requirements. This paper proposes a method to analyze the identified requirements for a strategic service improvement. By evaluating the requirements qualitatively from both the service customer’s and provider’s perspectives; some significant suggestions to define specific requirements which should be focus of improvement are presented. The effectiveness of this method is demonstrated by a case study where a utility company is a client of a service.


Service Improvement; Requirements; Service Engineering; Strategy; Service Design


[1] Mont; O.; 2002; Clarifying the concept of productservice system; Journal of Cleaner Production; 10: 237-245.

[2] Tukker; A. and Tischner; U.; 2006; Product-services as a research field: past; present and future. Reflections from a decade of research; Journal of Cleaner Production; 14/17:1552-1556.

[3] Arai; T. and Shimomura; Y.; 2004; Proposal of Service CAD System -A Tool for Service Engineering-; Annals of the CIRP; 53/1:397-400.

[4] Arai; T. and Shimomura; Y.; 2005; Service CAD System -Evaluation and Quantification-. Annals of the CIRP; 54/1:463-466.

[5] Fisk; R. P.; Grove; S. J.; John; J.; 2003; Interactive Services Marketing; Houghton Mifflin Company.

[6] Maslow; A. H.; 1987; Motivation and Personality; 3rd edition; Harper & Row.

[7] Ericson; Å.; Müller; P.; Larsson; T. and Stark; R.; 2009; Product-Service Systems – From Customer Needs to Requirements in Early Development Phases; Proceedings of CIRP; IPS2 Conference 2009; CIRP; 62-67.

[8] Ulrich; K. T. and Eppinger; S. D.; 2008; Product Design and Development; McGraw-Hill.

[9] Gummesson; E.; 1998; Implementation Requires aRelationship Marketing Paradigm; Journal of the Academy of Marketing Science; 26:242–49.

[10] Gronroos; C.; 2000; Service Management and Marketing: A Customer Relationship Management Approach; John Wiley & Sons.

[11] Peach; R.; 2002; The ISO Handbook Forth Edition; McGraw-Hill.

[12] Aurich; J. C. And Fuchs; C.; 2004; An Approach toLife Cycle Oriented Technical Service Design; Annals of the CIRP; 53/1: 151-154.

[13] Office of Government Commerce; 2007; Service Operation – ITIL Version 3; The Stationery Office.

[14] Office of Government Commerce; 2007; Service Improvement – ITIL Version 3; The Stationery Office.

[15] Cooper; R.; 1988; The Rise of Activity-BasedCosting- Part One: What is an Activity-Based Cost System?; Journal of Cost Management; 2/2:45-54.

[16] Office of Government Commerce; 2007; Service Transition – ITIL Version 3; The Stationery Office.

[17] Akasaka; F.; Hosono; S.; Yamamura; K.; Shimomura; Y.; and Arai; T.; 2009; A Method for Analyzing Customer Requirements in a B2B Service; In Proceedings of the 9th Japan Korea Workshop on CAD/CAM -Design Engineering Workshop-; 7-12.

[18] Kimita; K.; Akasaka; F.; Ronnback; A.; Sakao; T. andShimomura; Y.; 2009; Requirement Analysis for User-Oriented Service Design; In Proceedings of the 42nd CIRP Conference on Manufacturing Systems; CIRP; CD-ROM.

[19] Gough; I.; 1994; Economic Institutions and the Satisfaction of Human Needs; Journal of Economic Issues; 28/1; 25-66.

[20] Dardenne; A.; Lamsweerde; A. V. and Fickas; S.; 1993; Goal-Directed Requirements Acquisition; Science of Computer Programming; 20:3-50.

[21] Akao; Y.; 1990; Quality Function Deployment; Productivity Press.

[22] Kano; N.; Seraku; N.; Takahashi; F. and Tsuji; S.; 1984; Attractive Quality and Must-Be Quality; Quality; 14/2: 39-48; the Japan Society of Quality Control.

[23] Hill; T. and Westbrook; R.; 1997; SWOT Analysis: It’s Time for a Product Recall; Long Range Planning; 30/1; 46-52.

[24] Weihrich; H.; 1982; The TOWS Matrix --- A Tool for Situational Analysis; Long Range Planning; April; 60.

[25] MacDonald; E. F.; Gonzalez; R. and Papalambros; P. Y.; 2009; Preference Inconsistency in Multidisciplinary Design Decision Making; Journal of Mechanical Design; 131/3; 1-13.

Citeringar i Crossref