Balancing Product-Service Provider’s Performance and Customer’s Value: the SErvice Engineering Methodology (SEEM)

Manufacturing companies are currently competing for the identification of innovative value propositions to position themselves in the market. This led to a shift from providing traditional transaction-based and product-centric offerings towards the provision of integrated solutions to their customers. In this context, Service Engineering, the discipline concerned with the systematic development and design of service and product-services, is gaining particular interest. This paper provides a contribution in this field proposing a SErvice Engineering Methodology (SEEM) which aims to support servitizing companies in: (i) (re)engineering of service and product-services offering, (ii) defining the most suitable and complete service and/or solution for customers, and (iii) balancing the excellence in the customer satisfaction and the efficiency and productivity in the service provision process. © 2014 The Authors. Published by Elsevier B.V. Selection and peer-review under responsibility of the International Scientific Committee of “The 6th CIRP Conference on Industrial ProductService Systems” in the person of the Conference Chair Professor Hoda ElMaraghy.