Abstract
The realization of service that adapts to a diversity of customer requirements is becoming important in many industries. A tool for extracting customer requirements, which is called a requirements analysis template, has been proposed previously. However, using this tool, customer requirements are extracted without any consideration of variable environmental factors, such as social change and macroeconomic fluctuations, even though these factors influence customer requirements. This paper proposes a supporting method that service designers can use to help consider such environmental factors and grasp customers’ “potential” requirements when they build their service strategies. To achieve this purpose, the requirement analysis template is integrated with scenario planning methodology, which is a method used to consider environmental factors for business strategy planning.
Access provided by Autonomous University of Puebla. Download to read the full chapter text
Chapter PDF
Similar content being viewed by others
References
Shimomura, Y., Tomiyama, T.: Service Modeling for Service Engineering. In: Proceedings of the 5th International Conference on Design of Information Infrastructure Systems for Manufacturing 2002 - DIISM 2002, pp. 309–316 (2002)
Arai, T., Shimomura, Y.: Proposal of Service CAD System - A Tool for Service Engineering. Annals of the CIRP 53(1), 397 (2004)
Kimita, K., Akasaka, F., Ronnback, A., Sakao, T., Shimomura, Y.: Requirement Analysis for User-Oriented Service Design. In: Proceedings of the 42nd CIRP Conference on Manufacturing Systems. CIRP, CD-ROM (2009)
Akasaka, F., Hosono, S., Kimita, K., Nakajima, M., Shimomura, Y.: Requirement Analysis for Strategic Improvement of a B2B Service. In: Proceedings of CIRP, IPS2 Conference 2010, pp. 117–124. CIRP, Linkoeping (2010)
Schoemaker, P.J.H.: Scenario Planning: A Tool for Strategic Thinking. Sloan Management Review, 25–40 (Winter 1995)
Hashimoto, S., Osako, M., Abe, N., Inaba, R., Tasaki, T., Nansai, K., Fujii, M., Matsuhashi, K., Moriguchi, Y.: Scenarios planning on resource / waste flows and resource recycling / waste management system in the near future. Journal of the Japan Society of Civil Engineers G 65(1), 44–56 (2009)
Cooper, A.: The Inmates are Running the Asylum. SAMS/Macmillan, Indianapolis (1999)
Andrew, G.: Foundations of Economics Second Edition - Additional Chapter on Business Strategy. Oxford University Press (2011)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2013 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Ota, K., Kurita, Y., Akasaka, F., Kimita, K., Shimomura, Y. (2013). Extraction of Customers’ Potential Requirements Using Service Scenario Planning. In: Meier, H. (eds) Product-Service Integration for Sustainable Solutions. Lecture Notes in Production Engineering. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-30820-8_6
Download citation
DOI: https://doi.org/10.1007/978-3-642-30820-8_6
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-30819-2
Online ISBN: 978-3-642-30820-8
eBook Packages: EngineeringEngineering (R0)