Abstract
Services are becoming increasingly important in today’s manufacturing industry. As a result, it has become common for companies to provide a combination of services and products as an integrated offering. This chapter focuses on such business and development processes. It begins with a literature review which identifies uncertainty as a critical concept to be addressed properly in such business. Then, based on interviews with nine Swedish companies interested in the PSS offering business, it uncovers findings such as how companies lack a systematized tool to support their development process. In addition, there is a wish to have a tool for companies to address uncertainty. In response to this, and as a solution, this chapter recommends that firms utilize a simple tool addressing the uncertainty of customers’ business processes based on a model for “Process Service Channel”, so that a service provider can effectively generate business processdriven service bundles. Through a case in the printing industry, this chapter demonstrates the effectiveness of the tool. This tool has potential for value-oriented optimisation of production processes and for a strategic customisation of the customer’s business.
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Sakao, T., Panshef, V., Dörsam, E. (2009). Addressing Uncertainty of PSS for Value-Chain Oriented Service Development. In: Sakao, T., Lindahl, M. (eds) Introduction to Product/Service-System Design. Springer, London. https://doi.org/10.1007/978-1-84882-909-1_7
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DOI: https://doi.org/10.1007/978-1-84882-909-1_7
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