A Modeling Method of Services on their Contents and Delivery Processes

DS 58-4: Proceedings of ICED 09, the 17th International Conference on Engineering Design, Vol. 4, Product and Systems Design, Palo Alto, CA, USA, 24.-27.08.2009

Year: 2009
Editor: Norell Bergendahl, M.; Grimheden, M.; Leifer, L.; Skogstad, P.; Lindemann, U.
Author: Hara, Tatsunori; Arai, Tamio; Shimomura, Yoshiki
Series: ICED
Section: Product and Systems Design
Page(s): 323-332


Manufacturers are required to supply more services to customers in addition to material products. This paper aims at presenting a method to model services contents and its delivery process for developing a design methodology of services. To serve this need, using function design tools in engineering, we extend traditional service blueprinting methods to include physical processes and its relationship with service activities as well as the relationship with customer value. As a result, we developed graphical representation of service that marketers and engineers can share during the design phases of service. For engineering field, by incorporating information of service delivery process into conventional function model, the value of both physical products and human activities throughout product lifecycle can be well balanced. For marketing field, by incorporating functional quality in service delivery process, evaluation of customer satisfaction on services based on their contents can be performed. As a consequence, the maximization of customer value in service can be expected by the proposed blueprint.

Keywords: Service design, Service Blueprint, Function design, Customer requirement, CAD


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