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Access Type

WSU Access

Date of Award

January 2019

Degree Type


Degree Name



Industrial and Manufacturing Engineering

First Advisor

Leslie Monplaisir


The paradigm shift from physical products to product-services begins a new evolution in many product development companies. The product-service can provide the company an opportunity to generate revenue through services as the product becomes a vessel to enable the service. The customer demand for new services is often more frequent than the life cycle of the physical product architecture. The primary challenges companies are facing during this transition is that they need to effectively consider how to integrate the service use cases during their traditional product development process and beyond the development cycle.

As an example, automobile manufacturers traditionally have been companies producing tangible goods, providing vehicles to consumers. The transportation consumer shift can be considered a threat to automotive companies through encroachment of intangible services onto physical products with a resulting shift in providers. However, this shift can also become an opportunity for physical product development companies if they combine the physical product and services as a total product.

Much of the previous research focuses on product service orientated practices such as product sharing, product leasing, product maintenance, or product environmental impact. This research approaches how an existing system design is modified to achieve a new product service orientated system. This study will focus on how a highly tangible product provider can look for opportunities to develop intangible PSS in each of the three stages of innovation, Fuzzy Front End, New Product Development Process (NPD), and Commercialization. The goal of the study is to create a framework for managing service use case requirements within the traditional product development system.

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