Supporting product-service development through customer feedback

Tapani Ryynänen; Iris Karvonen; Heidi Korhonen; Kim Jansson

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

Supporting product-service development through customer feedback

Tapani Ryynänen, Iris Karvonen, 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	Collaboration in a Data-Rich World
Subtitle of host publication	18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017
Editors	Luis M. Camarinha-Matos, Hamideh Afsarmanesh, Rosanna Fornasiero
Place of Publication	Cham
Publisher	Springer
Pages	138-145
ISBN (Electronic)	978-3-319-65151-4
ISBN (Print)	978-3-319-65150-7, 978-3-319-87959-8
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 Sept 2017 → 20 Sept 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/Territory	Italy
City	Vicenza
Period	18/09/17 → 20/09/17

Funding

This work has been partly funded by the European Union’s Horizon 2020 research and innovation program under grant agreement no. 636951 (Manutelligence).

Keywords

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

UN SDGs

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

Access to Document

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

Cite this

Ryynänen, T., Karvonen, I., Korhonen, H., & Jansson, K. (2017). Supporting product-service development through customer feedback. In L. M. Camarinha-Matos, H. Afsarmanesh, & R. Fornasiero (Eds.), Collaboration in a Data-Rich World: 18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017 (pp. 138-145). Springer. https://doi.org/10.1007/978-3-319-65151-4_13

Ryynänen, Tapani ; Karvonen, Iris ; Korhonen, Heidi et al. / Supporting product-service development through customer feedback. Collaboration in a Data-Rich World: 18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017. editor / Luis M. Camarinha-Matos ; Hamideh Afsarmanesh ; Rosanna Fornasiero. Cham : 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, Karvonen, I, Korhonen, H & Jansson, K 2017, Supporting product-service development through customer feedback. in LM Camarinha-Matos, H Afsarmanesh & R Fornasiero (eds), Collaboration in a Data-Rich World: 18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017. Springer, Cham, 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; Karvonen, Iris; Korhonen, Heidi et al.
Collaboration in a Data-Rich World: 18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017. ed. / Luis M. Camarinha-Matos; Hamideh Afsarmanesh; Rosanna Fornasiero. Cham: 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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AU - Karvonen, Iris

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AU - Jansson, Kim

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Y1 - 2017/1/1

N2 - 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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Y2 - 18 September 2017 through 20 September 2017

ER -

Ryynänen T, Karvonen I, Korhonen H, Jansson K. Supporting product-service development through customer feedback. In Camarinha-Matos LM, Afsarmanesh H, Fornasiero R, editors, Collaboration in a Data-Rich World: 18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017. Cham: Springer. 2017. p. 138-145. (IFIP Advances in Information and Communication Technology, Vol. 506). doi: 10.1007/978-3-319-65151-4_13

Supporting product-service development through customer feedback

Abstract

Publication series

Conference

Funding

Keywords

UN SDGs

Access to Document

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Cite this