Supporting product-service development through customer feedback

Tapani Ryynänen; Karvonen Iris; Heidi Korhonen; Kim Jansson

doi:10.1007/978-3-319-65151-4_13

Supporting product-service development through customer feedback

Tapani Ryynänen, Karvonen Iris, Heidi Korhonen, Kim Jansson

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

Abstract

When developing product-services (P-S) it is important to take a collaborative and user-centric perspective to ensure that the P-S fits to customer needs. There are different approaches for the user involvement from intensive co-creation to the collection of customer feedback about the P-S design or P-S behavior. The feedback again can be collected using different methods and tools. The paper discusses different methods for collecting customer feedback for product-service innovation and design. The context of the study is the Manutelligence project in which a P-S collaboration platform is developed, also to support interaction with customer. In the paper four Manutelligence use cases from different industrial fields are analysed to identify the different customer types, lifecycle stages of the feedback, feedback forms and how the platform can support the feedback collection and use. The benefits of the feedback collection in different cases are also described.

Original language	English
Title of host publication	IFIP Advances in Information and Communication Technology
Editors	Hamideh Afsarmanesh, Luis M. Camarinha-Matos, Rosanna Fornasiero
Publisher	Springer
Pages	138-145
Number of pages	8
ISBN (Print)	978-3-319-65150-7, 978-3-319-65151-4
DOIs	https://doi.org/10.1007/978-3-319-65151-4_13
Publication status	Published - 1 Jan 2017
MoE publication type	A4 Article in a conference publication
Event	18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017 - Vicenza, Italy Duration: 18 Sep 2017 → 20 Sep 2017

Publication series

Series	IFIP Advances in Information and Communication Technology
Volume	506
ISSN	1868-4238

Conference

Conference	18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017
Abbreviated title	PRO-VE 2017
Country	Italy
City	Vicenza
Period	18/09/17 → 20/09/17

Keywords

platform for collaboration
co-creation
product-service engineering
customer feedback
manufacturing intelligence
use cases

Access to Document

10.1007/978-3-319-65151-4_13

Link to publication in Scopus

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Ryynänen, T., Iris, K., Korhonen, H., & Jansson, K. (2017). Supporting product-service development through customer feedback. In H. Afsarmanesh, L. M. Camarinha-Matos, & R. Fornasiero (Eds.), IFIP Advances in Information and Communication Technology (pp. 138-145). Springer. IFIP Advances in Information and Communication Technology, Vol.. 506 https://doi.org/10.1007/978-3-319-65151-4_13

Ryynänen, Tapani ; Iris, Karvonen ; Korhonen, Heidi ; Jansson, Kim. / Supporting product-service development through customer feedback. IFIP Advances in Information and Communication Technology. editor / Hamideh Afsarmanesh ; Luis M. Camarinha-Matos ; Rosanna Fornasiero. Springer, 2017. pp. 138-145 (IFIP Advances in Information and Communication Technology, Vol. 506).

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abstract = "When developing product-services (P-S) it is important to take a collaborative and user-centric perspective to ensure that the P-S fits to customer needs. There are different approaches for the user involvement from intensive co-creation to the collection of customer feedback about the P-S design or P-S behavior. The feedback again can be collected using different methods and tools. The paper discusses different methods for collecting customer feedback for product-service innovation and design. The context of the study is the Manutelligence project in which a P-S collaboration platform is developed, also to support interaction with customer. In the paper four Manutelligence use cases from different industrial fields are analysed to identify the different customer types, lifecycle stages of the feedback, feedback forms and how the platform can support the feedback collection and use. The benefits of the feedback collection in different cases are also described.",

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Ryynänen, T, Iris, K, Korhonen, H & Jansson, K 2017, Supporting product-service development through customer feedback. in H Afsarmanesh, LM Camarinha-Matos & R Fornasiero (eds), IFIP Advances in Information and Communication Technology. Springer, IFIP Advances in Information and Communication Technology, vol. 506, pp. 138-145, 18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017, Vicenza, Italy, 18/09/17. https://doi.org/10.1007/978-3-319-65151-4_13

Supporting product-service development through customer feedback. / Ryynänen, Tapani; Iris, Karvonen; Korhonen, Heidi; Jansson, Kim.

IFIP Advances in Information and Communication Technology. ed. / Hamideh Afsarmanesh; Luis M. Camarinha-Matos; Rosanna Fornasiero. Springer, 2017. p. 138-145 (IFIP Advances in Information and Communication Technology, Vol. 506).

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

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Ryynänen T, Iris K, Korhonen H, Jansson K. Supporting product-service development through customer feedback. In Afsarmanesh H, Camarinha-Matos LM, Fornasiero R, editors, IFIP Advances in Information and Communication Technology. Springer. 2017. p. 138-145. (IFIP Advances in Information and Communication Technology, Vol. 506). https://doi.org/10.1007/978-3-319-65151-4_13