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Artigo Acesso aberto Produção Nacional Revisado por pares

BIBTEX RIS

Transforming a Traditional Product Offer into PSS: A Practical Application

2016; Elsevier BV; Volume: 47; Linguagem: Inglês

10.1016/j.procir.2016.03.036

2212-8271

Marina Pieroni, CAIO AUGUSTO NUNES MARQUES, Carina Campese, Daniel Guzzo, Glauco Henrique de Sousa Mendes, Janaina Mascarenhas, Maiara Rosa, Maicon Gouvêa de Oliveira, Víctor Cussiol Macul, Henrique Rozenfeld,

Customer Service Quality and Loyalty

In the last decades, companies have shifted from traditional business models based on selling products to product-service systems (PSS). Despite this tendency, there is a paucity of complete methodologies and tools to guide companies on how the transition should occur. To address this issue, the goal of this research is to present a complete framework to support manufacturing companies in the servitization journey. This novel proposal involves the application of design thinking to define the value proposition integrated with a PSS oriented business model creation, that goes beyond generic methods normally applied; and the specification of business process architecture to support PSS implementation. This research followed a prescriptive approach by means of action research technique. Key findings of the framework application are presented.