Design Management Academy 2017 Hong Kong

Track 2.b Service Design for Business Innovation for Industry 4.0

*Yong Se Kim, Sungkyunkwan University, Korea
Paul Matthyssens, Antwerp Management School, Belgium
Soe-Tsyr Daphne Yuan, National Chengchi University, Taipei
Lia Patricia, University of Porto, Portugal

Manufacturing companies these days face the challenge of paradigm change from products to total solutions to satisfy diverse personalized needs of customers and consumers. These companies should design and develop product-service systems and business models that can adapt to diverse expectations. Also they are required to interact closely with customers and consumers as their roles are rather collaborators who co-create values for them. To cope with such a variety of product-service systems, the manufacturing also needs to become smarter to proactively cater to different manufacturing needs for diverse products-service combinations. This paradigm change has been called manufacturing servitization where product-focused revenue streams are diversified with new sources of after-sales use-related service revenues. A promising way to provide diverse values out of product-service systems would be associating physical contexts of product-service systems use with human subjective experience evaluations. This would be enabled with internet of things (IoT) service design. This special track of service design for business innovation with industry 4.0 solicits papers on this topic, including product-service systems design, manufacturing servitization, IoT service design and service experience design.

  • Manufacturing Servitization
  • Product-Service Systems Design
  • IoT Service Design
  • Experience Design

Indicative References

Morelli, N. (2006). Developing new product service systems (PSS): Methodologies and operational tools. Journal of Cleaner Production, 14(17), 1495–1501. doi:10.1016/j.jclepro.2006.01.023

Fischer, T., Gebauer, H., and Fleisch, E. (2012). Service business development: Strategies for value creation in manufacturing firms. Cambridge University Press.

Baines, T., and Lightfoot, H. (Eds.). (2013). Made to serve: How manufacturers can compete through servitization and product service systems. Wiley. doi:10.1002/9781119207955

Gaiardelli, P., Resta, B., Martinez, V., Pinto, R., & Albores, P (2014). A classification model for product-service offerings. Journal of Cleaner Production, 66, 507–519. doi:10.1016/j.jclepro.2013.11.032

Lee, J., Kao, H.-A., and Yang, S. (2014). Service innovation and smart analytics for industry 4.0 and big data environment. In H. ElMaraghy (Ed.), Procedia CIRP: Proceedings of the 6th CIRP Conference on Industrial Product-Service Systems (3–8). Canada. doi:10.1016/j.procir.2014.02.001

Kim, Y. S., Kim, S., and Roh, E. (2015). Product-service systems representation and repository for a design support tool, Proc. Design Society Int’l Conf. on Engineering Design (ICED15), Milano, Italy.

Reason, B, Løvlie, L., and Flu., M. F. (2015). Service design for business: A practical guide to optimizing the customer experience, Wiley. doi:10.1002/9781119176541