| Publication type: | Conference paper |
| Type of review: | Peer review (publication) |
| Title: | A design approach to service transformation in small firms |
| Authors: | Meierhofer, Jürg |
| Proceedings: | Proceedings of the Spring Servitization Conference : Internationalisation through Servitization |
| Page(s): | 69 |
| Pages to: | 75 |
| Conference details: | Spring Servitization Conference «Internationalisation through Servitization», Lucerne, 15-17 May 2017 |
| Issue Date: | 2017 |
| Publisher / Ed. Institution: | Aston University |
| Publisher / Ed. Institution: | Birmingham |
| ISBN: | 9781854494184 |
| Language: | English |
| Subjects: | Service interaction design; Servitization of manufacturing; Product-service transformation; Service design |
| Subject (DDC): | 005: Computer programming, programs and data 658.5: Production management 670: Manufacturing |
| Abstract: | Purpose: This paper aims at describing a design approach for the transformation from products to services in small manufacturing firms. We discuss the design of value propositions for customers which takes the customer life-cycle into account. Additionally, we present a scheme for designing the customer interactions that enables the optimisation of the cost and value contributions. Design/Methodology/Approach: We interpret the methodologies of service design for the industrial context. The concept of the customer journey design is transferred to the business-to-business constellation. Moreover, an established scheme for the value-based design of customer interactions is adapted to the case of services in manufacturing. Findings: Methodologies for customer-centric service design can be transferred and applied to industrial services. The concepts of customer insight research and value proposition design can be interpreted for the business-to-business context. Special attention has to be paid to the design of the customer journey for manufacturing companies. Additionally, a dedicated scheme can be used to map the service interactions to a value matrix depending on their value contribution to the customer and the provider, respectively. Originality/Value: This paper provides a new approach to servitization of manufacturing by adapting approaches from service and interaction design to the product-service transformation of manufacturing firms. The research is relevant in order to address the lack of methodologies for design-centred servitization approaches in small manufacturing firms. |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/5736 |
| Fulltext version: | Published version |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | School of Engineering |
| Organisational Unit: | Institute of Data Analysis and Process Design (IDP) |
| Appears in collections: | Publikationen School of Engineering |
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Meierhofer, J. (2017). A design approach to service transformation in small firms [Conference paper]. Proceedings of the Spring Servitization Conference : Internationalisation through Servitization, 69–75.
Meierhofer, J. (2017) ‘A design approach to service transformation in small firms’, in Proceedings of the Spring Servitization Conference : Internationalisation through Servitization. Birmingham: Aston University, pp. 69–75.
J. Meierhofer, “A design approach to service transformation in small firms,” in Proceedings of the Spring Servitization Conference : Internationalisation through Servitization, 2017, pp. 69–75.
MEIERHOFER, Jürg, 2017. A design approach to service transformation in small firms. In: Proceedings of the Spring Servitization Conference : Internationalisation through Servitization. Conference paper. Birmingham: Aston University. 2017. S. 69–75. ISBN 9781854494184
Meierhofer, Jürg. 2017. “A Design Approach to Service Transformation in Small Firms.” Conference paper. In Proceedings of the Spring Servitization Conference : Internationalisation through Servitization, 69–75. Birmingham: Aston University.
Meierhofer, Jürg. “A Design Approach to Service Transformation in Small Firms.” Proceedings of the Spring Servitization Conference : Internationalisation through Servitization, Aston University, 2017, pp. 69–75.
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