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Kunttu S., Välisalo T., Reunanen M. & Kortelainen H. 2011. Developing Knowledge-intensive Product Service Systems - Interview Results From Finnish Manufacturing Companies. In Mathew J., Ma L., Tan A., Weijnen M & Lee J. (eds.). Engineering Asset Management and Infrastructure Sustainability . Proceedings of the 5th World Congress on Engineering Asset Management (WCEAM 2010). London: Springer-Verlag. Pp 531-542.

ABSTRACT: Product manufacturers have increasingly started moving into the service business by introducing services along with their core products. However, there seem to be difficulties in the transition from product-based to service-based business. Manufacturers have strongly focused on planning and producing physical products, and services have been compulsory add-ons to products. Moreover, the design of industrial services is predominantly done with little or no systemization. We have started a research project the main objective of which is to outline a framework for the concurrent design of physical product and knowledgeintensive services. We consider it essential to develop support and service processes in parallel with the design of the product. Interviews among Finnish product manufacturers confirm this assumption. In this paper we will introduce the main results from our interviews, which focused on product and service development.

Ahonen, T., Reunanen, M., Kunttu, S., Hanski, J. & Välisalo, T. 2011. Customer needs and knowledge in product-service systems development. Comadem 2011 24th International Congress on Condition Monitoring and Diagnostics Engineering Management - Advances in Industrial Asset Integrity Management. Stavanger, NO, 30 May - 1 June, 2011. Det Norske Veritas; University of Stavanger; Comadem International. Stavanger, NO (2011).

ABSTRACT: Customer interfaces are often underexploited since the potential inherent in various forms of collaboration and interaction has not yet been fully recognized. In this paper, we consider the need for knowledge at various organizational levels at the early stages of the product and service innovation process. We present a systematic framework for exploiting the potential in the current ways of collaborating and for gathering information to support the front-end of the innovation process.

Tiusanen, R., Jännes, J., Reunanen, M. & Liyanage, J. 2011. RAMSI management – from single analyses to systematic approach. Comadem 2011 24th International Congress on Condition Monitoring and Diagnostics Engineering Management - Advances in Industrial Asset Integrity Management. Stavanger, NO, 30 May - 1 June, 2011. Det Norske Veritas; University of Stavanger; Comadem International. Stavanger, NO (2011).

ABSTRACT: Different engineering designs have different characteristics, which subsequently have different implications during operations. In the wind energy sector, RAMS requirements specification, implementation and verification during development processes is important for companies delivering wind mills, from system’s integrity perspective. So is the inspectability (I) due to risks associated with offshore assets in northern regions, and stricter regulatory requirements.

Benefits of implementing RAMSI program can be expressed as a support for investment decision-making, cost management, improved management of resource requirements, systematic support for development & implementation of products, and an integration of dependability and safety requirements. A systematic approach and the right timing make it possible to utilize the results from higher level analysis as specific requirements, design principles, or potential solutions throughout different engineering project phases.

In this paper a general RAMSI management model that covers the whole life-cycle of machinery system is outlined and its application for offshore wind mills is outlined. RAMSI management is a systematic approach to identify, analyze and verify relevant properties at any phase of system development and use. RAMSI is a characteristic of system’s long term operation and is achieved by the application of established engineering concepts, methods, tools and techniques through the whole life-cycle of the system.

Ojanen V., Ahonen T. & Reunanen M. 2011. Availability and Sustainability as Value Elements in Assessing Customer Value of an Industrial Service. In Proceedings of PICMET '11: Technology Management In The Energy-Smart World (PICMET). 31 July - 4 Aug. 2011. Portland International Center for Management of Engineering and Technology. Portland, US. pp. 3020-3030.

ABSTRACT: For a customer of industrial maintenance solution providers, purchasing a solution is an asset management option that needs to be justified, preferably in economic terms, e.g. by achieving energy savings or increasing the availability of a production system. Therefore, the value elements of maintenance service solutions should be identified and quantified wherever possible.

When assessing customer value, one needs to focus on the assumed benefits on the basis of which the value proposition is made, on the value elements based on the capabilities and knowhow of the service provider, and the features of the services provided.

Even though research on customer value in product, service and solution management has clearly increased in recent years, a common understanding of comprehensive value assessment in industrial maintenance management is as yet incomplete, and new methods to promote value element identification and value assessment need to be studied.

In our paper, we present an integrated methodology for assessing the value of a maintenance services. The approach combines a qualitative Service Quality Function Deployment (SQFD) method with a quantitative Service Business Value Assessment (SBVA). The utilization of the multi-method approach is illustrated by means of a real-world case study of a value-based assessment of the maintenance service portfolio of a provider of industrial solutions.

Hanski J., Reunanen M., Kunttu S., Karppi E., Lintala M. and Nieminen H. (In Press). Customer Observation as a Source of Latent Customer Needs and Radical New Ideas for Product-Service Systems. Presented in WCEAM2011 -conference 3-6.10.2011.

ABSTRACT: The importance of maintaining close contact with customers and utilizing customer-based information has been emphasized in the industrial service and product-service systems (PSS) literature. A profound understanding of the customer’s business and production environment is needed for successful PSS development. The conventional methods for gathering information about customers (surveys, feedback and interviews) typically result in incremental improvements and information about existing products and services.

The focus of this paper is on how the information and ideas from customer contacts can be better captured to enable radical improvements. A framework for capturing the customer ideas is presented. The framework is based on customer observation methodology, entrepreneurial opportunity recognition model, front end of innovation literature as well as the experiences of a case study and interviews.