How to measure quality of Product- Service Systems
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Typ
Examensarbete för masterexamen
Program
Quality and operations management (MPQOM), MSc
Publicerad
2022
Författare
van Horik, Max
Viktorsson, Arvid
Modellbyggare
Tidskriftstitel
ISSN
Volymtitel
Utgivare
Sammanfattning
There is an overall trend and interest amongst companies to increase their
competitive advantage and diversify their business strategy by servitization
and offering their products and services as integrated systems. There is
extensive research on the benefits and risks related to the concept of servitization
and Product-service System (PSS), but there is little research on how
to measure the quality and success when operationalizing them.
The conceptual model presented in this thesis combines different concepts
that together create a way to assess the quality of a PSS. The model sheds
light on the gap between the more traditional way of measuring quality and
what needs to be measured to capture the quality of the customer valuecreating
processes of a PSS. The model is based on the concept of value-in-use
and it helps capture the customer perspective by identifying critical valuecreating
activities connected to the provider, customer, and joint spheres.
It can also be used to define both the current and target position on the
servitization continuum, as well as what type of PSS is being offered. In
addition, the model also helps identify both internal and external challenges
when measuring the quality of a PSS. Corporate image and customer expectations
are also captured, both impacting the way the quality of a PSS is
perceived from a customers point of view.
Together, these findings form a basis for defining what performance indicators
can be used to capture the quality of a specific PSS. The model is a
continuous evaluation process and can be used as a tool for continuous improvements
to ensure high value-in-use, which in turn will generate higher
value-in-exchange, improved competitive advantage, and overall PSS success.
Beskrivning
Ämne/nyckelord
Servitization, Product-Service System (PSS), Measuring Quality, Performance Indicators, Key Performance Indicators (KPI), Service Quality, Value Creation, Value Co-Creation