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Manufacturers face new circumstances, such as servicification of consumers and seriousness of environmental problems. An effective avenue may be pursuing qualitative satisfaction rather than quantitative sufficiency. This chapter aims at proposing a design process model for services or service-oriented products based on Service Engineering, to increase the level of customer satisfaction. Then, a method for evaluating service solutions is introduced. For this purpose, Quality Function Deployment (QFD), used widely in product design, is employed. This method makes it possible to realize evaluating effects of a service on its receiver. Mathematical methods are introduced to differentiate functions and structures. Then, the proposed method is applied to evaluate a model service in order to verify its effectiveness. The results indicate that a specific function is the most important among multistage structure of the target service. Furthermore, a method for designing service activity and product concurrently and collaboratively is also proposed. Design of services and products should be integrated in order to maximize customer value, considering the mutual effects of synergy, alternative and complementarity. For this purpose, first, a fundamental unified representation scheme of human process and physical process in service delivery process is given. Second, the authors evaluate these processes with Quality Function Deployment manner. In the rest of this chapter, the authors describe a detailed process to represent unification of human processes and physical processes by applying the proposed method to an actual service case.

Recently, the importance of “service” has been emphasized in various industries. However, few researches have focused on service design in spite of its great importance. This paper proposes a methodology of supporting service design, by solving conflicts in service design solution. The proposed methods enable service designers to find out the existing conflicts in service design solution, and obtain the basic strategies to solve them on computers. The verification of the proposed methods is carried out, applying it to the existing service cases.

Manufacturing industry needs to supply services more than materialized products to customers recently. Early literature on service marketing lacks the perspective on functional meaning of service activities to the customer. This paper focuses on presenting a framework so that we comprehensively deal with customer value, function, and activity. In this paper, we describe service blueprint of activities by BPMN. The above method is implemented on a CAD system, and the followings are found through an example: separate function models are integrated through related activities; and interactions between the customer and the provider are incorporated.

Manufacturing industry has directed strong attention to services. As well as products are defined as objects consisting of functions and attributes in a conceptual design process, services are also recognized as those objects to design. Service Engineering, proposed by authors, has introduced a computational model to services, which can be transferred from a provider to a receiver. In this paper, we analyze the cases of Product-Service System by representing their models and clarify the different structures between existing product sales and PSS. As a result, design operations for describing changes of services are organized to 4 patterns.

Scientific studies on services are discussed in this paper. After surveying previous literature, a series of studies developed by authors are introduced. Service Engineering has a top-down approach in definition. A service is represented by a set of functions and attributes. The flow of services denotes a graph by a multiagent system. Customers’ satisfaction can be computed by evaluation of each element of services. A CAD system for services, Service Explorer, has been developed to analyse services commonly by many stakeholders. The paper provides many literatures to understand scientific approach to services.

Servicification is a key toward environmental conscious business in the secondary industry. This paper aims at demonstrating the ability of a CAD system, which has been developed with the name Service Explorer, to represent services by manufacturers. To do so, services of renting and cleaning home appliances, which a manufacturer recently provide in Japan, were applied as an example. As a result, the system has been proved to provide the environment for a designer, for instance, to describe effectively the value for a service receiver and its realization medium.

The objective with this paper is to, from several perspectives including those found in the traditional Design for Environment (DfE) literature, compare and evaluate advantages and disadvantages between the concepts of DfE and Integrated Product and Service Engineering (IPSE). Lessons learned from the use of DfE have been integrated into the IPSE methodology.

Now a day, with the emerging growth of the service industry, manufacturing companies are convinced that their products must be strengthened with service. Thus, we have developed a new discipline called Service Engineering that aims to produce a novel method to design service from an engineering viewpoint. In this paper, the authors propose an evaluation model that enables service designers to measure receivers’ satisfaction. The authors proposed the “Satisfaction — Attribute Value Function” as an evaluation model that suits man’s behavior. Applying to an example, the result of our method had richer information than the result of conjoint analysis.