1. Service CAD A tool for systematic PSS design Hitoshi Komoto Researcher (Former PhD researcher at Design for Sustainability) Intelligent Mechanical Systems BioMechanical Engineering Mechanical, Maritime and Materials Engineering Delft University of Technology

2. PSS design in practice Ambient experience by Philips Healthcare http://www.medical.philips.com Doctor Patient Medical instrument Lighting equipment PSS: Integrated product and service offerings to make customer satisfied.

3. Service environment Image, http://www.medical.philips.com Operator Medical staff Instrument Medical staff Products and services from multiple domains.

4. Industrial product service systems Additional service offerings to increase value in product lifecycles. Image, http://www.medical.philips.com

5. Relating needs and wants with products and services Medical instruments Patients Sales Training Upgrade Maintenance Trade in Parts supply Cost Comfort Safety Privacy Medical care Quality Monitoring Convenience

6. Product design and service design Behavior Function Physical Structure Activity Environment Product Design Service Design Goal, Quality Specification Design objects (realization) Designers need to explain why and how design objects satisfy specifications.

9. Classifying PSS design information Medical care work flow at a hospital Activities Direct service Indirect service Enabling service Enhancing service Evaluation of quality Specifications Binary measurable specifications (service goal) Qualitatively or quantitatively measureable specifications (quality) Service environment Elements (provider, receiver, channel, content) Attributes and Relations among elements Design objects Other activities

10. Collecting individual product and service information comfortByLighting comfortByProductDesign specifies specifies temporal attribute attribute A larger bore size of MRI scanners increases the convenience of the operator during preparation of scanning, when the patient with a plaster bandage or medical supports. convenienceByProductDesign specifies temporal attribute

11. PSS design by integrating collected individual products and services Medical care work flow at a hospital patient manufacturer An extended service to provide comfort to patients and convenience to operators operator

12. Introducing new services preciseDiagnosis earlyDiseaseDetection transport upgrade maintenance training downgrade componentReuse malfunctionAtUsage convenience cost quality of diagnosis machine functional spec doctor skill baseDesignConcept operate location saving machine physical state reusable component Information to explain why and how services increase quality is stored.