Supporting product-service development through customer feedback

Tapani Ryynänen, Karvonen Iris, Heidi Korhonen, Kim Jansson

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-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 languageEnglish
    Title of host publicationIFIP Advances in Information and Communication Technology
    EditorsHamideh Afsarmanesh, Luis M. Camarinha-Matos, Rosanna Fornasiero
    PublisherSpringer
    Pages138-145
    Number of pages8
    ISBN (Print)978-3-319-65150-7, 978-3-319-65151-4
    DOIs
    Publication statusPublished - 1 Jan 2017
    MoE publication typeA4 Article in a conference publication
    Event18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017 - Vicenza, Italy
    Duration: 18 Sep 201720 Sep 2017

    Publication series

    SeriesIFIP Advances in Information and Communication Technology
    Volume506
    ISSN1868-4238

    Conference

    Conference18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017
    Abbreviated titlePRO-VE 2017
    CountryItaly
    CityVicenza
    Period18/09/1720/09/17

    Fingerprint

    Service development
    Service design
    Service behavior
    Service innovation
    User involvement
    Co-creation
    Customer needs
    Life cycle
    Interaction

    Keywords

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

    Cite this

    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).
    @inproceedings{021e8ac0dd0b45bb870b4c91913a4e14,
    title = "Supporting product-service development through customer feedback",
    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 proceedingConference article in proceedingsScientificpeer-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