A QFD-based approach to identify product-service systems functional requirements

Purpose – Product Service Systems (PSSs), i.e. integrated offerings of products, services and supporting infrastructures, represent the output of a growing number of manufacturing companies.This paper extends the Quality Function Deployment (QFD) method to the design of PSS. The proposed approach aims at the elicitation of functional requirements taking into consideration all the different players who interact with the PSS and all the possible interfaces of value exchange.
Design/methodology/approach – The research objectives were achieved by: reviewing current methodologies, analysing the architecture of existing PSSs and selecting a framework to be applied for defining their functional requirements. A practical example contributes to illustrate the proposed approach.
Findings – The paper aims at closing the gap concerning the identification of PSS’ players and the definition of their specific functional requirements. It stimulates the opportunity to enable new services, new functionalities and related requirements based on an analysis of the expectations of the players involved in the PSS life cycle.
Research limitations/implications – Although the paper provides a basic approach, it is liable to extensions and improvements. In the current version, the method mainly focuses on the functional requirements generated from services and products.
Originality/value – This work represents a first attempt to provide a practical methodology to identify PSS functional requirements. It is a first step in the development of a comprehensive and useful support for the design of a new PSS.

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Product-Service System; Requirements identification; Quality Function Deployment; Servitization