Abstract
"Servitization" of non-service industry has attracted much attention as a business model to enhance the value of products. In general, a multitude of customer who has various requirements in each is involved in a service offering structure. To realize a business which has a high customer satisfaction, it is important to consider various requirements of each customer correctly. However, customer requirements for a service might change depending on the environments which customers are facing. In order to realize a sustainable a business, therefore, it is necessary to improve a service from the viewpoints of customers continuously. This paper proposes an engineering method to support the planning of service improvement from the viewpoint of a multitude of customer. To be more precise, a Genetic Algorithm is applied as a tool for identifying an optimum resource allocation which can reach the purpose of maximizing the degree of whole customers' satisfaction.
