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An Approach to Architect Digital Product Service Systems
Author(s) -
Kumar Anand,
Zope Nikhil,
Lokku Doji Samson
Publication year - 2016
Publication title -
incose international symposium
Language(s) - English
Resource type - Journals
ISSN - 2334-5837
DOI - 10.1002/j.2334-5837.2016.00313.x
Subject(s) - computer science , customer to customer , customer satisfaction , digitization , service (business) , product service system , customer advocacy , product (mathematics) , process management , voice of the customer , customer retention , knowledge management , business , marketing , service quality , business model , telecommunications , geometry , mathematics
The world at large is witnessing a massive pace of digitization wherein businesses and governments are adopting digital to connect to their customers in order to bring in a difference. While numerous architecture frameworks and service design patterns exist, a unified systematic approach for architecting digital product‐service systems does not exist. This paper is an attempt towards articulating an approach for architecting digital product‐service systems using value based theories and methodologies. This approach is based on the premise that digital product‐service systems should provide superior customer experience, increase customer delight and assert customer satisfaction and its architecture should address how these systems contribute to achieving customer delight, customer satisfaction and customer experience. In this paper, this approach is detailed out by appropriate processes and activities and its rationale discussed as part of the conceptual foundations.