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- Fundin, Anders, 1974
(författare)
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Dynamics of Quality Attributes Over Life Cycles of Goods and Services
- 2005
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- This thesis is based on seven papers and has three main objectives. The first objective is to provide a theoretical framework that explains the dynamics of quality attributes over their life cycles, considering the technology readiness of users. Empirical investigations have been conducted with questionnaires constructed by a combination of Kano's theory of attractive quality and technology readiness, to collect data about a service consisting of a number of quality attributes. The results indicate that this theoretical combination, together with information about the number of times a service has been used, enables organizations to estimate how far the service has come in its life cycle and how long it will take to complete the cycle. This can be a helpful aid when estimating the pace at which an organization needs to offer new services or service attributes on a market. The second objective is to provide empirical investigations into how dissatisfaction feedback over product life cycles is transferred from users, and how that information and knowledge is utilized in product development contexts. Three research studies were conducted. One is an explorative collective case study carried out at three organizations in three multinational manufacturing companies in Sweden. The second is a descriptive single case study conducted in a collaboration project with ALSTOM Power, Industrial Turbines. The third is a multiple case study covering 84% of the companies within a machine industry segment in Sweden. As a general conclusion, the results show that feedback mainly is used for corrective and reactive actions only (exploitation of products), and is seldom used as an input in the New Product Development Process when developing possible future products (exploration of products). The third objective is to investigate manufacturing companies' current positions and movements on a goods-to-services continuum. The results of an explorative multiple case study of 17 machine industry companies suggest that most of the companies have not reached very far on the goods-to-services continuum. However, most of them are interested in better utilizing the life cycles of goods by incorporating service development activities within their lines of business.
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| 3. |
- Gremyr, Ida, 1975, et al.
(författare)
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Understanding new service development and service innovation through innovation modes
- 2014
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Ingår i: Journal of business & industrial marketing. - : Emerald Group Publishing Limited. - 0885-8624 .- 2052-1189. ; 29:2, s. 123-131
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Tidskriftsartikel (refereegranskat)abstract
- The purpose of this paper is to explore the role of innovation modes in understanding challenges of integrated NSD and NPD, and the use of structured NSD processes in manufacturing firms.The research is based on a two-stage multiple case study. The first stage is an interview study of 17 key informants representing manufacturing firms in the machine industry. The second stage is an in-depth study of three service innovations at three manufacturing firms based on 16 interviews with key informants.The results of the study show that NSD processes are often more structured if the service is developed separately from the product. The fact that different innovation modes benefit from varying degrees of structure in the development process means that integrated service development can be challenging. Furthermore, service innovations often follow a trajectory of innovation modes before succeeding in the market. Some innovation modes occur within the NSD process, while others occur outside the process. One success factor for NSD is the fit between the innovation modes and the NSD process, rather than the NSD process per se.This research uses innovation modes to explain why NSD in manufacturing firms is often performed on an ad hoc basis, and how service innovations go through a trajectory of innovation modes. In this way, the study contributes to theory development of service innovation, and specifically service innovations in manufacturing firms.
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| 4. |
- Johansson, Per, 1973, et al.
(författare)
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Beyond Root-Cause Analysis
- 2002
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Ingår i: 48th Reliability and Maintainability Symposium.
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Konferensbidrag (refereegranskat)
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| 5. |
- Nilsson-Witell, L., et al.
(författare)
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Dynamics of service attributes: a test of Kano's theory of attractive quality
- 2005
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Ingår i: International Journal of Service Industry Management. - : Emerald. - 0956-4233. ; 16:2, s. 152-168
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - The aim of the paper is to contribute to a better understanding of the theory of attractive quality through an empirical investigation of an e-service. Our focus is on the consistency of different levels of service attributes and their dynamics. Our empirical investigation aims to increase both the validity of the theory of attractive quality and the use of technology readiness as a means to understand the variation of customer perceptions of service attributes. Design/methodology/approach - A survey of customers' technology readiness, usage and perceptions of an e-service was conducted. Four propositions concerning the consistency and dynamics of Kano's theory of attractive quality are tested, mainly using general linear models. Findings - Our results show that by investigating customers at different stages of the service adoption curve, a better understanding of certain dynamics of service attributes can be achieved. When the e-service was introduced, it was perceived as indifferent; at present it is seen as an attractive service by the market. But the early adopters of e-services already regard it as a one-dimensional or a must-be service. Originality/value - The study provides a new framework and methodology for how to investigate the dynamics of service attributes, not only between individuals within different market segments, but also at different service attribute levels. From a managerial standpoint, our results suggest consequential insight about the life cycle of the services that an organization provides to its customers.
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| 6. |
- Witell, Lars, et al.
(författare)
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Exploring Modes of Service Innovation in Manufacturing Firms
- 2010
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Ingår i: CIRP IPS² Conference.
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Konferensbidrag (refereegranskat)abstract
- Manufacturing companies that differentiate their offerings with new services need to combine both product and service innovation. The purpose of our research is to understand how service development processes in manufacturing companies is influenced by (1) the choice of separation or integration of service development and (2) the modes of innovation. The results show that service development processes are often more structured if the service is developed separately. Furthermore, service innovations often follow another sequence of innovation modes than product innovations. Since different innovation modes benefit from varying degree of structure in the development process, integrated development of products and services could prove challenging.
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| 7. |
- Öberg, Anna, 1979, et al.
(författare)
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Factors influencing control charts usage of operational measures
- 2017
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Ingår i: Measuring Business Excellence. - : Emerald Group Publishing Ltd.. - 1368-3047 .- 1758-8057. ; 21:3, s. 225-238
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Tidskriftsartikel (refereegranskat)abstract
- PurposeThe purpose of this paper is to identify factors influencing implementation of control charts on key performance indicators (KPIs).Design/methodology/approachFactors driving organizational change described in literature are analyzed inspired by the affinity-interrelationship method. A holistic multiple-case design is used to conduct six workshops to affect the usage of control charts on KPIs at a global company in the automotive industry. The theoretical factors are compared with the result from the case study.FindingsThe important factors for implementation success differ to some extent between the theoretical and empirical studies. High-level commitment and a clear definition of the goal of change could be most important when creating a motivation for change. Thereafter, having a dedicated change agent, choosing an important KPI and being able to describe the gain in financial terms becomes more important.Practical implicationsBy using control charts on KPIs, the organization in the case study has become more proactive, addressing the right issues upstream in the process, in the right way, cross-functionally.Originality/valueFactors affecting the implementation of already available solutions in the industry are highlighted. This potentially provides a basis for improved decision making, which has a significant value.
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