5 Service Design of Rehabilitative Exoskeleton for Sustainable …
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With the proposed method, three domains are defined, which are the sustainable
value requirement domain, the product and service design requirement domain, and
product service solution domain. Design requirements (DRs) also known as HOWs
of engineering capabilities to fulfil the ‘value’ requirements. In this study, DRs are
categorized into product-focused and service-focused DRs. Product-focused DRs are
those on product itself including function and performance, quality, structure, appearance, material, etc., while service-focused DRs are those on various service activities
throughout product life cycle, such as efficiency and effectiveness, availability and
affordability, technicality of service. Capability of value delivery is enhanced by
translation of sustainable value requirements into product and/or service focused
DRs.
The total design solution is characterized by the combination of product concepts
and service plans. The product concept (PC) and service plan (SP) tell the major
engineering characteristics of the physical product entity and service activities. In
this study, the service options for technology-intensive products (i.e. rehabilitative
exoskeleton) include pre-sale services such as information revealing and (or) inquiry,
pre-sale consultation, customization, after sale and in-use services such as delivery
and installation, training and qualification of operators, in-use consultation and supervisions, maintenance and upgrade, and end-of-life services such as collection, refurbishment and circulate, recycling and safe disposal of retired product and components. It should be notice the product concept should always be consistent with the
service plan. For instance, if upgrade service is provided on certain component of
the product, the component should be designed to be easy to assemble and dissemble
and functionally upgradable. As shown in Fig. 5.3, the simplified QFD creates two
interlinked mappings. The correlation matrix in the second HoQ is divided into three
matrices: two self-correlation matrices of PCs and SPs, and one matrix of correlation
between each PC and SP. The PC-SP matrix is used for product-service consistency
management which produce the detailed service plans on module and component
levels.
5.4 Sustainable Value Driven Service Design of Exoskeleton
for Stroke Rehabilitation in China
As shown in Fig. 5.4, The Chinese rehabilitation delivery network is characterized
by a “3+3” architecture (Tao and Yu 2019 ; Xiao et al. 2017). The three level network
is consistent with stroke rehabilitation progress, including the acute stroke patient
stage, the mild stroke patients or midway in recovery process stage and the full
recovery stage (Zhang 2011).
In this study, the exoskeleton use scenario is characterized by ‘who the patient is’,
‘training with whom’, ‘where the training taking place’ and ‘what training delivered’.
Thus, the considered customers include stroke patients who are the end user of the
exoskeleton, the therapist and healthcare personnel who are the operators and in
63
With the proposed method, three domains are defined, which are the sustainable
value requirement domain, the product and service design requirement domain, and
product service solution domain. Design requirements (DRs) also known as HOWs
of engineering capabilities to fulfil the ‘value’ requirements. In this study, DRs are
categorized into product-focused and service-focused DRs. Product-focused DRs are
those on product itself including function and performance, quality, structure, appearance, material, etc., while service-focused DRs are those on various service activities
throughout product life cycle, such as efficiency and effectiveness, availability and
affordability, technicality of service. Capability of value delivery is enhanced by
translation of sustainable value requirements into product and/or service focused
DRs.
The total design solution is characterized by the combination of product concepts
and service plans. The product concept (PC) and service plan (SP) tell the major
engineering characteristics of the physical product entity and service activities. In
this study, the service options for technology-intensive products (i.e. rehabilitative
exoskeleton) include pre-sale services such as information revealing and (or) inquiry,
pre-sale consultation, customization, after sale and in-use services such as delivery
and installation, training and qualification of operators, in-use consultation and supervisions, maintenance and upgrade, and end-of-life services such as collection, refurbishment and circulate, recycling and safe disposal of retired product and components. It should be notice the product concept should always be consistent with the
service plan. For instance, if upgrade service is provided on certain component of
the product, the component should be designed to be easy to assemble and dissemble
and functionally upgradable. As shown in Fig. 5.3, the simplified QFD creates two
interlinked mappings. The correlation matrix in the second HoQ is divided into three
matrices: two self-correlation matrices of PCs and SPs, and one matrix of correlation
between each PC and SP. The PC-SP matrix is used for product-service consistency
management which produce the detailed service plans on module and component
levels.
5.4 Sustainable Value Driven Service Design of Exoskeleton
for Stroke Rehabilitation in China
As shown in Fig. 5.4, The Chinese rehabilitation delivery network is characterized
by a “3+3” architecture (Tao and Yu 2019 ; Xiao et al. 2017). The three level network
is consistent with stroke rehabilitation progress, including the acute stroke patient
stage, the mild stroke patients or midway in recovery process stage and the full
recovery stage (Zhang 2011).
In this study, the exoskeleton use scenario is characterized by ‘who the patient is’,
‘training with whom’, ‘where the training taking place’ and ‘what training delivered’.
Thus, the considered customers include stroke patients who are the end user of the
exoskeleton, the therapist and healthcare personnel who are the operators and in