A Design Process Model and a Computer Tool for Service Design

Manufacturers at present face new circumstances in terms of consumer services and serious environmental problems. An effective way to deal with these circumstances may be to pursue qualitative satisfaction rather than quantitative sufficiency. The aim of this paper is to demonstrate the effectiveness of Service Engineering, including the service design process model, to increase customer satisfaction. The redesign of services offered by a global warehouse manufacturer is used as an example of the application. Four redesign options, such as rapid delivery of components and a robust electrical system, were generated. The effectiveness of the method was demonstrated by the application.