A service system planning framework from the PSS point of view was proposed, to which this thesis aims to contribute. An example of domestic water services in the Indian context illustrates the proposed service system design from a PSS perspective.
Product Service System
Service Design
Service engineering deals with the systematic design and development of services through methods, tools and approaches (Wang et al., 2017) (Lee et al., 2019). The design and development of service processes were adopted from traditional product development (Rapaccini et al., 2013).
Service Sector Overview
In response, business organizers and companies have continued to create innovative business models and seamless shopping experiences as well as innovative marketing strategies in the sector. Business organizers and young entrepreneurs have developed innovative business models in this sector with the support of the Indian government.
E-Commerce
The necessary steps in implementing a strategic planning process include gathering a broad database, creative thinking, data analysis, identifying competitive advantages, defining gaps, and understanding critical resources and skills (Thiradathanapattaradecha et al., 2017). Strategic planning is a part of strategic management that connects planning with the realization of the company's vision, mission and goals.
Home Services and Domestic Plumbing Scenario
Domestic Plumbing Scenario
Several organizations in collaboration with the Government of India initiated training and skill development programs for plumbers. Several institutions such as Indian Plumbing Association and Indian Plumbing Skill Council have initiated professionalization of plumbers through training and certification courses (Ranganathan, 2013).
Research Questions, Research Aim and Objectives
There is a need to develop a business model to meet the demand for services in the domestic plumbing sector with a skilled workforce. The broad research areas considered in the current research are Product Service Systems (PSS), home services, design management, design thinking and e-commerce.
Thesis Outline
Moreover, it illustrates the application of Design Thinking through stakeholder mapping, service blueprinting, data flow and wireframe techniques in the development of e-commerce with the practical case of domestic plumbing services. The developed e-commerce business model of domestic plumbing services is validated by the expert users and e-commerce website of domestic plumbing services by the customers.
Product Service System (PSS)
PSS Concept and Theory
Mont (2002), Tukker (2004) and two pan-European projects (eco-efficient producer services and SusProNet) contribute to the understanding of the PSS concept and theory (Li et al., 2020). Tukker (2004) presented eight types of PSS business models classified into three main PSS categories.
PSS Business Models
The comprehensive PSS business model describing product-service offerings in the PSS literature is limited (Gaiardelli et al., 2014). Applying the business model canvas approach to PSS, Arodegari et al. 2017) developed a two-level hierarchical framework.
PSS Requirements
Several methods and approaches have been used for the identification and elicitation of PSS requirements (Shimomura et al., 2018) (Song, 2017). To effectively implement PSS, requirements elicitation and prioritization must be included in the PSS design process (Vasantha et al., 2015).
PSS Design
The presented maturity model describes concerns in the field of PSS and analysis of PSS methodologies (Vasantha et al., 2012). The first stage is the structural determination of "what to plan"; the second stage is the functional determination of "how to plan", and the third stage is the planning of the route.
PSS Evaluation
From the point of view of customers and suppliers, Yoon et al. 2012) present an evaluation method for the design of a PSS. To validate the performance of a car sharing service model, Alfian et al. 2014) used simulation techniques and fuzzy classification.
PSS Research in the Indian Context
Sharma and Garg (2010) addressed the automotive service center after sales service in Indian context. Majority of the articles reflected the manufacturing and automotive sector for PSS research in the Indian context.
Design Methods, Design Thinking and Strategic Design Management
- Method of User Behavior Study in PSS
- Multi-Criteria Decision Making for PSS
- Scenario Planning
- Design Brief
- Design Thinking
- Stakeholder Mapping
- Service Blueprint
- Data Flow Diagram
- User Interface
- Benchmarking
- SWOT
Defining a design brief has become an integral part of the design process (Dewulf et al., 2012). The design thinking approach helps to develop a product, process and business model innovation (Micheli et al., 2019) (Liedtka, 2011). Most of the methods used in service design are from the design discipline (Lee et al., 2019).
Inferences on Literature Review Chapter
The results show the improvement of mobile services, the integration of library borrowing with payment systems and the promotion of e-commerce adoption in the e-library (Maryati et al., 2018). Most of the articles were only related to manufacturing and automotive sector for PSS research in Indian context. A need has been identified to design and develop a service system design framework from a PSS perspective, particularly in domestic on-demand business-to-customer (B2C) services in the Indian context.
Research Overview and Flow
A systematic review and analysis of published peer-reviewed scientific articles related to Product Service System (PSS) was presented in previous chapters. To achieve this, the services and business model components of existing business organizations offering similar services were compared. A complete e-commerce portal was designed and developed (www.fixplumbing.in ) to test and validate the effectiveness of the proposed service system design framework.
Research Stages and Methodology
Wireframes are the necessary first step in formally creating a visual design for websites. SWOT analysis for the developed business model was conducted to examine existing internal and external resources. Functionality, navigation and content were then coded using the PHP programming language for website development.
Analysis of PSS Design Models/Frameworks
Service system design framework - Proposal
The methods or tools considered in the proposed service system design framework are not new. Services are an essential part of the development phases and product development (Marques et al., 2013). The proposed service system design framework from PSS perspective model efficiency was applied in a practical case of domestic plumbing services in Indian context.
PSS Requirement Identification and Analysis of Domestic Plumbing Services – Phase 1
User Behavior Study
There is a significant difference in faucet issues between the groups of residential typologies, i.e. the detached house and the apartment blocks (p = 0.021). There is a significant difference in ongoing toilet issues between the locality groups, ie the very old and the new (p = 0.028). There is a significant difference in leaking pipe issues between the groups of residential typologies, i.e. the residential buildings and the detached house (p = 0.002), residential buildings and the attached house (p = 0.014).
Rough Group Analytic Hierarchy Process
A questionnaire has been developed for pairwise comparison of product-related, service-related and system-related design requirements (Appendix 3). Namely, the second level raw weights for product related design requirements under engineering functions are. Namely, the second-level raw weights for system-related design requirements under human resources are.
Scenario Planning for Domestic Plumbing Services
Economy: The Government of India has launched "Start-up India" to nurture innovation and startups to promote sustainable economic growth through entrepreneurship development and job creation. A supporting process such as easy website access, product inventory, availability of plumbers should be added to the solution so that the quality of the entire operational process, including the on-stage and behind-the-scenes process, can be improved. Consider factors such as mobility, privacy risk, and service provider rating that may affect adoption of home services.
Design Brief
So that: • The consumer does not have to look for a plumber online for the small plumbing problem. Based on the general feedback received, Design Brief – 3 was selected for Phase 2, the design and detailing phase of the proposed service system design from a PSS perspective. Design and detailing (phase 2) based on Design Brief-3 with a design thinking approach is discussed in section 4.3.
PSS Design and Development of Domestic Plumbing Services – Phase 2
- Empathize and Define: Stakeholder Mapping
- Define and Ideate: Service Blueprint
- Ideate and Prototype: Data Flow Diagrams (DFDs)
- Prototype and Test: Wireframes
At level 2, broken down process 1.2 Application, the customer provides input into the water service system through the process. The plumbing services system displays a list of minor plumbing problems through process 2.1.2, which the administrator organizes into categories and documents process plumbing solutions (2.1.5). If the plumber selects through process 4.4.4 Decision not to accept, the water service system assigns the service request through process 4.4.5 Allocation of alternate plumber.
PSS Test and Implementation for Domestic Plumbing Services – Phase 3
Benchmark Study in E-Commerce of Home Services in Indian Context
As observed during this study, on-demand services provide various value propositions to their customers such as the ease of booking an important service, in-app chat with service professional, insurance for damage during service, verified professional, service guarantee, refer and earn free service. These value propositions can be benchmarked during the development phase of the on-demand service. iii). In the last few years, many startups have evolved to provide on-demand services in India.
PSS Business Model for Domestic Plumbing Services
In relation to plumbers, i.e. online registration and quotation of the water service provider. In relation to retailers, e.g. online registration and inclusion in the list of suppliers of plumbing products. Other main key sources are e.g. the ability of administrative and support staff to process service requests, the ability of managers and designers to make executive decisions about website development, website maintenance, marketing and promotional strategies.
SWOT Analysis for the Developed PSS Business Model
Key Resources: The essential resources of the business model are plumbers and retailers' ability to provide services. Key partners: The proposed business model has primary key partners such as plumbers, dealers, admin and support staff. The secondary key partners in the proposed business model include e.g. investors, payment process partners, government for initiatives and schemes, joint ventures for co-ownership and investments.
E-Commerce Website Design
Furthermore, tools can be filtered by customer reviews, brands and categories, as shown in Figure 4.32. As shown in Figure 4.40, a plumber can register himself as a service provider by providing the necessary information. Once the background verification is complete, plumbers receive a service request from the customers, as shown in Figure 4.41.
Users Opinion & Feedback on PSS Solution for Domestic Plumbing Services
It was found that 55.6% of respondents strongly agreed that the website is self-explanatory and clear. It has been found that 80.5% of respondents strongly agree that the website has a DIY section for minor plumbing issues. It was found that 69.4% of respondents strongly agreed that the website provided details about products and services.
Research Findings
The contributions of integrated design methods in the proposed service system design framework for domestic plumbing services are presented in this section. Benchmarking various business elements for B2C e-commerce claims in the development of a business model for domestic plumbing services. The validation results show fair understanding and implementation opportunity of the B2C e-commerce solution for domestic plumbing services.
Research Contributions
Research Contributions: Service System Design Framework from PSS Perspective Inspired by
This research contributes to the literature of PSS as a new framework for PSS service design. The framework serves as a guideline for PSS designers in the design and development of PSS service design process. The design methods and processes presented in this thesis will benefit students and service design practitioners.
Design Contributions: Service and System Design for the Domestic Plumbing Sector in the
The proposed framework will be very effective in designing PSS for similar service sectors such as electrical maintenance, home appliances and carpentry, etc.
Limitations and Future Scope of Work
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