1314 A Method for Service Offering Strategy Design based on Stakeholders' Requirement Analysis

Abstract

This paper proposes a framework to design service offering strategy in Product-Service Systems. In this paper, service offering strategy is defined as "improvement plans of service offerings in order to enhance entire value of the business system by transforming as-is into to-be." A service is produced by co-creations among multiple relevant stakeholders e.g. customers, employees, managers and partners; and they have various requirements. To enhance the entire value of the system, therefore, it is important to understand relations among requirements and then discuss improvement plans for the service offerings. The proposed framework consists of (1) common and collision requirement visualizer and (2) service offering strategy roadmap. The effectiveness of the framework is demonstrated and discussed based on the application to a taxi business for vulnerable road users.