Customer observation as a source of latent customer needs and radical new ideas for product-service systems

Jyri Hanski; Markku Reunanen; Susanna Kunttu; Esa Karppi; Marja Lintala; Harri Nieminen

Customer observation as a source of latent customer needs and radical new ideas for product-service systems

Jyri Hanski (Corresponding author), Markku Reunanen, Susanna Kunttu, Esa Karppi, Marja Lintala, Harri Nieminen

Fastems Oy Ab

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-review

Abstract

The importance of maintaining close contact with customers and utilizing customer-based information has been emphasized in the industrial service and product-service systems (PSS) literature. A profound understanding of the customer's business and production environment is needed for successful PSS development. The conventional methods for gathering information about customers (surveys, feedback and interviews) typically result in incremental improvements and information about existing products and services. The focus of this paper is on how the information and ideas from customer contacts can be better captured to enable radical improvements. A framework for capturing the customer ideas is presented. The framework is based on customer observation methodology, entrepreneurial opportunity recognition model, front end of innovation literature as well as the experiences of a case study and interviews.

Original language	English
Title of host publication	Engineering Asset Management 2011
Subtitle of host publication	Proceedings of the Sixth World Congress on Engineering Asset Management
Publisher	Springer
Pages	395-407
ISBN (Electronic)	978-1-4471-4993-4
ISBN (Print)	978-1-4471-4992-7
Publication status	Published - 2012
MoE publication type	A4 Article in a conference publication
Event	6th World Congress on Engineering Asset Management - Cincinnati, United States Duration: 2 Oct 2012 → 4 Oct 2012 https://doi.org/10.1007/978-1-4471-4993-4 (Proceedings)

Publication series

Series	Lecture Notes in Mechanical Engineering
ISSN	2195-4356

Conference

Conference	6th World Congress on Engineering Asset Management
Country/Territory	United States
City	Cincinnati
Period	2/10/12 → 4/10/12
Internet address	https://doi.org/10.1007/978-1-4471-4993-4 (Proceedings)

Keywords

PSS development
latent customer need
radical innovation
customer observation

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

https://doi.org/10.1007/978-1-4471-4993-4_35

Cite this

Hanski, J., Reunanen, M., Kunttu, S., Karppi, E., Lintala, M., & Nieminen, H. (2012). Customer observation as a source of latent customer needs and radical new ideas for product-service systems. In Engineering Asset Management 2011: Proceedings of the Sixth World Congress on Engineering Asset Management (pp. 395-407). Springer. Lecture Notes in Mechanical Engineering https://doi.org/10.1007/978-1-4471-4993-4_35

@inproceedings{dab89aea6ba7458aa0a2e1f29ce9bfaf,

title = "Customer observation as a source of latent customer needs and radical new ideas for product-service systems",

abstract = "The importance of maintaining close contact with customers and utilizing customer-based information has been emphasized in the industrial service and product-service systems (PSS) literature. A profound understanding of the customer's business and production environment is needed for successful PSS development. The conventional methods for gathering information about customers (surveys, feedback and interviews) typically result in incremental improvements and information about existing products and services. The focus of this paper is on how the information and ideas from customer contacts can be better captured to enable radical improvements. A framework for capturing the customer ideas is presented. The framework is based on customer observation methodology, entrepreneurial opportunity recognition model, front end of innovation literature as well as the experiences of a case study and interviews.",

keywords = "PSS development, latent customer need, radical innovation, customer observation",

author = "Jyri Hanski and Markku Reunanen and Susanna Kunttu and Esa Karppi and Marja Lintala and Harri Nieminen",

note = "Project code: 37228; 6th World Congress on Engineering Asset Management ; Conference date: 02-10-2012 Through 04-10-2012",

year = "2012",

language = "English",

isbn = "978-1-4471-4992-7",

series = "Lecture Notes in Mechanical Engineering",

publisher = "Springer",

pages = "395--407",

booktitle = "Engineering Asset Management 2011",

address = "Germany",

url = "https://doi.org/10.1007/978-1-4471-4993-4",

}

Hanski, J, Reunanen, M, Kunttu, S, Karppi, E, Lintala, M & Nieminen, H 2012, Customer observation as a source of latent customer needs and radical new ideas for product-service systems. in Engineering Asset Management 2011: Proceedings of the Sixth World Congress on Engineering Asset Management. Springer, Lecture Notes in Mechanical Engineering, pp. 395-407, 6th World Congress on Engineering Asset Management, Cincinnati, Ohio, United States, 2/10/12. <https://doi.org/10.1007/978-1-4471-4993-4_35>

Customer observation as a source of latent customer needs and radical new ideas for product-service systems. / Hanski, Jyri (Corresponding author); Reunanen, Markku; Kunttu, Susanna et al.
Engineering Asset Management 2011: Proceedings of the Sixth World Congress on Engineering Asset Management. Springer, 2012. p. 395-407 (Lecture Notes in Mechanical Engineering).

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-review

TY - GEN

T1 - Customer observation as a source of latent customer needs and radical new ideas for product-service systems

AU - Hanski, Jyri

AU - Reunanen, Markku

AU - Kunttu, Susanna

AU - Karppi, Esa

AU - Lintala, Marja

AU - Nieminen, Harri

N1 - Project code: 37228

PY - 2012

Y1 - 2012

N2 - The importance of maintaining close contact with customers and utilizing customer-based information has been emphasized in the industrial service and product-service systems (PSS) literature. A profound understanding of the customer's business and production environment is needed for successful PSS development. The conventional methods for gathering information about customers (surveys, feedback and interviews) typically result in incremental improvements and information about existing products and services. The focus of this paper is on how the information and ideas from customer contacts can be better captured to enable radical improvements. A framework for capturing the customer ideas is presented. The framework is based on customer observation methodology, entrepreneurial opportunity recognition model, front end of innovation literature as well as the experiences of a case study and interviews.

AB - The importance of maintaining close contact with customers and utilizing customer-based information has been emphasized in the industrial service and product-service systems (PSS) literature. A profound understanding of the customer's business and production environment is needed for successful PSS development. The conventional methods for gathering information about customers (surveys, feedback and interviews) typically result in incremental improvements and information about existing products and services. The focus of this paper is on how the information and ideas from customer contacts can be better captured to enable radical improvements. A framework for capturing the customer ideas is presented. The framework is based on customer observation methodology, entrepreneurial opportunity recognition model, front end of innovation literature as well as the experiences of a case study and interviews.

KW - PSS development

KW - latent customer need

KW - radical innovation

KW - customer observation

M3 - Conference article in proceedings

SN - 978-1-4471-4992-7

T3 - Lecture Notes in Mechanical Engineering

SP - 395

EP - 407

BT - Engineering Asset Management 2011

PB - Springer

T2 - 6th World Congress on Engineering Asset Management

Y2 - 2 October 2012 through 4 October 2012

ER -

Customer observation as a source of latent customer needs and radical new ideas for product-service systems

Abstract

Publication series

Conference

Keywords

UN SDGs

Access to Document

Fingerprint

Cite this