家用净水器外文文献

ScienceDirect Available online at Procedia CIRP 83 2019 495 500 2212 8271 2019 The Authors Published by Elsevier B V Peer review under responsibility of the scientific committee of the 11th CIRP Conference on Industrial Product Service Systems 10 1016 j procir 2019 04 128 2019 The Authors Published by Elsevier B V Peer review under responsibility of the scientific committee of the 11th CIRP Conference on Industrial Product Service Systems 2212 8271 2019 The Authors Published by Elsevier B V Peer review under responsibility of the scientific committee of the 11th CIRP Conference on Industrial Product Service Systems Keywords product service system water purifier behavior function 1 Introduction In the age of industrial economy production and consumption were two relatively independent systems where the commodities were the source of manipulation and the final product of which the exchange value are of the most concern However in the age of experience economy the demand of the consumers become higher the choice of commodities become wider and the commodities become the intermediate product in the process of value creation 1 utilized by other manipulation sources clients Our most concern are on the value in use This has make the competition between the manufacturers become more intense They have to find new approach for value adding and try to satisfy the individualized demand of the consumers and enhance the differentiation advantages by the integration of products and service By doing so the traditional product system has slowly transferred into product service system 2 Mont 3 Schenkl 4 and Tukker 5 believe that PSS could better satisfy the consumer needs create more value added and improve the loyalty of the clients Based on the research frame of behaviour and function this article tries to integrate the product and service from multiple resources in order to satisfy the transform of the consumer s highly individualized needs from mass consumption to personal consumption And by reconstructing the relationship between product and service and exploring the new approach to combine the product and service we also tried to provide a new approach and method to the application of the servitizaiton of the manufacturing industry 2 Product service system In 1990s United Nations Environment Programme UNEP has proposed the concept of Product Service System PSS which suggests that human s basic needs could be met by providing the products and service UNEP has specially established an institution to promote the development and application of PSS The definition of PSS given by scholars such as Manzini 6 Tukker and Tischner 7 Aurich 8 have all emphasized the essential demand of diversified user needs and the essential change from selling products to selling both products and service of PSS In recent years a large amount of discussion has concentrated on PSS in the field of management The research has slowly shifted from pursuing the sustainability of the 2212 8271 2019 The Authors Published by Elsevier B V Peer review under responsibility of the scientific committee of the 11th CIRP Conference on Industrial Product Service Systems 11th CIRP Conference on Industrial Product Service Systems Research on Product Service System Design Based on Activity and Function Take the Household Water Purifier as an Example Kun Zhoua Peng Zhaoa Fei Hua a Guangdong University of Technology Dongfeng East Road 729 Guangzhou 510060 China Corresponding author Tel 86 185 8863 2815 fax 86 020 37626785 E mail address hufei Abstract Explore innovative methods and practical applications of product service system design Reconstruct the product service system based on behavior and functionality Taking the household water purifier as an example the concept design of the water purifier is obtained through the methods of demand and value analysis activity design function modeling functional activity mapping etc and the pain points in the installation process are solved This paper provides a new solution for exploring the product service system of household water purifiers 496 Kun Zhou et al Procedia CIRP 83 2019 495 500 environment to the commercialization In the field of management PSS is a kind of innovation strategy that transferred the commercial focus from merely the design and the sales of physical products to the design and sales of the system constructed by both products and service in order to satisfied the specific needs of the client PSS has been considered to be a feasible approach to the mid and long term strategy of the enterprise More discussion on the value creation would be helpful to improve the effectiveness of PSS 9 10 In the engineering field PSS is being considered as a system which is based on knowledge ad information and integrates the product and service 11 It also has more systematized and factorized research content Morelli 12 has proposed the research steps of PSS and verified its reasonability by real cases Halen 13 and others has proposed the PSS development method MEPSS and Alonso Rasgado 14 and Bullinger 15 has also proposed the research frame concerning the PSS Similar to the product design these frames emphasized on the implementation process such as demand analysis detail design verification and implementation They have described the design process from a macro perspective Some researchers have proposed their research method for the different design stages For example for the demand analysis stage Sakko 16 and others have proposed the PSS Layer Method which could be used on the project analysis and design on the initial stage of the development Aurich et al 17 acquired the client demand form the aspect of life cycle Matzen and McAloone 18 proposed the modeling tool of Activity Modeling Cycle AMC which could solve the problem of the needs and stakeholders during the activity cycle For the project modelling stage Morelli 19 proposed a technology illustration plan using the service blueprint Qiqi Zhu 20 proposed the modelling method of service flow and Sakao and Shimomura 21 proposed a series of model to support the project design process they have also developed the Computer Aided Design CAD system Service Explorer SE These methods have promoted the development of PSS However more and more PSS researchers claims that what makes PSS demand different from the product or service demand is that it has integrated the target and expectation of the client and also the factors such as environment and economy The demand has been upgraded into the level of value Yet the research on value is very rare in the engineering research field Based on behaviour and function the PSS design method used in this article integrates the research on value in the management field and implements on the demand value modelling making the design more comprehensive and agile 3 The research approach of product service system based on activity and function The essence of PSS is the integration of the servitization of product and the productization of service Since the difference of the character of product and service the system has to be constructed from both product level and service level And the system design also relies on the research method which could establish the mapping relationship between product character and service character The Creative Design Institute at Sungkyunkwan University has proposed the PSS design process and it involves many complicated issues including stakeholders requirements values activities functions product service elements and so on 22 Kim and Lee 23 introduced a PSS design process including six design stages 1 requirement identification and value targeting 2 stakeholder activity design 3 PSS function modeling 4 function activity mapping and PSS concept generation 5 PSS concept detailing and 6 PSS concept prototyping Stakeholder activities are the most important aspect of PSS design Adding or refactoring service elements and product elements through activities and functions to create new value to meet the various needs of users The PSS design method based on activity and function integrates the stakeholders activities functions service elements product elements and other parameters of the PSS design and establishes the system design process and result expression framework 4 Case study PSS design of Water purifier To save the kitchen space more and more customers are willing to choose the under cabinet style water purifier which not only takes little space but also resistant to the kitchen smoke The hidden installation of the main body can be easily fit into different decoration styles However the decision can only be made according to the kitchen environment and condition of the costumers during the installation process In order to acquire the effective needs and activities of all the stakeholders involved in the installation process we have chosen the core stakeholders of the after sale installation process user installation engineer and customer service staff as the object of our in depth interview The information being acquired during the interview will be fully integrated into the previous document literature The objects of the user interview are selected through two ways enterprise providing and user volunteer We have insured that the scope of interviewees covers more than two cities and take both decorating and living houses in to consideration Finally our interviewees include 3 living house users 3 decorating house users 3 installation workers and 2 cons timer service staff 4 1 Requirement identification and value targeting In order to identify the requirements and value of all stakeholders we have analyzed the life cycle of the water purifier our core product element After sale installation is an important part of the system From the product life cycle analysis we can find that the installation part has strong relationship to the marketing part Users usually orders the installation service right after they have purchased the product Thusly our research mainly focuses on the During stage including marketing ordering and installation Fig 1 Kun Zhou et al Procedia CIRP 83 2019 495 500 497 By analyzing the requirements within different context the various stakeholders and their requirements can be presented in different steps Take the installation stage as an example Figure 1 shows the requirements of different stakeholders By extracting the value proposition of the stakeholders in the During process we further constructed the E3 value model of the water purifier among which convenience and flexibility are the core value Fig 2 Fig 1 Life cycle Model Fig 2 E3 value Mode 4 2 Stakeholder Activity Design Service blueprint clearly shows the interactions between the service providers and users The analysis of the key activities during the water purifier s after sale installation service leads us to the related activities of the service providers and users Fig 3 We have constructed the service blueprint based on the time and sequence of these activities The key stakeholders are users sales person delivery staff installation staff and backstage staff The research of the present service has revealed that the main pain spot of the current purchase and installation stage of water purifier focus on two major aspects 1 When ordering the installation service the time requirement from the users often conflicted with the work hours of the installation staff Users prefer to have the installation in the evening after they are off work while the workers can only work at day time 2 The diversity of kitchen environment the limited installation space the time consumption of the installation and the fitness of the purchased machine to the kitchen decoration 4 3 PSS function modeling When the value and pain spot being obtained we could design new activities by using the activity modeling method based on the context This could enable the designers to effectively create new activities by altering the context elements including adding new roles and designing new activities to design the activities of PSS They are able to find new design opportunities by changing the context elements such as location tool active actor and psychological context In the past users oral description and sales person s recommendation sometimes leads to the misfit of the size of the water purifier Now when the users cannot make sure whether the machine fits its kitchen they can take photos of the kitchen environment and the system and the sales person will judge the fitness based on their experience If the space under the cabinet is apparently too small the seller could recommend other type of the machine such as the on cabinet type and wall hanging type By adding the activity send photos it will help the installation worker to prejudge the installation environment or recommend more suitable machine This will drastically reduce the problems raised during the installation process By changing active actor Fig 3 Service Blueprint of the purchase and installation stage of water purifier 498 Kun Zhou et al Procedia CIRP 83 2019 495 500 adding the expert users as part of the stakeholders it could provide nearby service for the users who prefer to have the installation in the evening After the activities of stakeholders being designed we could use the function modeling tool to identify the key function of the product and service elements that support the activities of stakeholders Dissembling the wholistic function into key sub functions could help us to create innovative concepts PSS design can be realized by innovative integration of the product and service elements The connection between sub functions can help the innovative implements of the product and service elements and create various kinds of PSS concepts Fig 4 Fig 4 Wholistic Function Chart and dissemble function modules of PSS Based on the user research result we could optimize and design every step of activities during the service process of the water purifier by activity modeling The relationship of the activities of different stakeholders can be displayed on the service blueprint Thus we could have the new service blueprint after the activity being designed Comparing the new service blue print and current one we can find that every step during the after sale installation service has been designed and optimized By adding expert users and relate new activities the key requirements of the stakeholders have been satisfied and the important values of them have been realized for every step Fig 5 4 4 Function activity mapping and PSS concept generation Figure 5 has listed the service activity design for the users and service providers during the purchase and installation process of the water purifier and added the sub functions being acquired in the function modeling into the activities between users and service providers Under every function modules the sub function correlated and maps the activities of the users and service providers Plus the activities of service providers are also related to the system s supporting process This relationship helps us to find the right service activity to realize certain function The modified service blueprint has added new functions such as judging and recommendation establishing documents recommending expert users etc By identifying the key between the functions and service activities we could nail down the service step that worth to be designed and connect it with the possible product and service elements The connection between the function service providers and users could promote the innovation to the product and service elements and create various kinds of design concepts 4 5 PSS concept detailing The service concept of providing expert user service has pictured a circumstance that after user picked his preferred water purifier product the onsite installation service will be provided after they are off work by installation experts In this service the service platform will provide installation experts for user to choose After the water purifier being transported to the user s house the installation expert will visit user s house when he is off work and at home as they have agreed on In this service concept the activity of confirm to have installation after work has been mapped to the users product elements such as mobile phone water purifier packages and service elements such as logistic system client manage system appointment system transportation have been allocated to this activity Besides the activity of recommending installation experts to users has been Fig 5 Service blueprint Added function Kun Zhou et al Procedia CIRP 83 2019 495 500 499 mapped to the service platform as it is the service provider and correlated to the product elements such as mobile phone logistic vehicle electric bike of the installation experts and the service elements such as logistic vehicle providing QR code Fig 6 Service concept 4 6 PSS concept prototyping According to the mapping between function and activity we have confirmed the product elements and service elements and completed the concept design of installation service system User can access to the installation register service by just scanning the QR code on the machine body or the bill The information of the product will be automatically recognized from the QR code so the user needs no longer search for the information such as product type etc User only needs to fill the address phone number and some other information of the contact person According to their own time arrangement user can choose the onsite installation service provided by the experts during the non working hours They can also check the detailed information and other users evaluation of the service person and communicate with the installation staff in time After they have chosen the service person and service type the order will be automatically created And of course users should pay for the onsite installation servic