A Software Demonstrator for Measuring the Quality of PSS

Abstract

Machine tool manufacturers realized that offering a high quality technical product is not sufficient considering the rising customer requirements. To commit customers and differ from the competitors machine tool manufacturers provide services which support the production of their customers. To guarantee a high quality Product-Service Systems (PSS) machine tool manufacturers have to analyze how well their PSS fulfills the requirements of the customers. Therefore, an assessment tool is necessary to control the quality of PSS. In this paper a software demonstrator is presented that serves for assessing the quality of PSS. The demonstrator is developed during a project with machine tool manufacturers. An overview of the project results will be presented by means of developed use cases and determined requirements of the lead-users of the project partners. Based on the customer requirements of the lead-users quality criteria are developed and clustered to generally valid PSS quality criteria. To measure the PSS quality criteria Key Performance Indicators (KPIs) are developed with the project partners. These KPIs are monitored within the software demonstrator which supports machine tool manufacturers to measure and control their PSS.

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