6 State-of-the-art on Product-Service Systems and Digital …
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6.5.2.1 Enhanced Customer Relationships
The literature reviewed mentions repeatedly the exploitation of additional services as
a potential enabler for customer loyalty and business growth (Ardolino et al. 2016).
For instance, the concept of digital intelligence was found to refer to an enabler
for distributed knowledge, structure, ownership and customization (Antikainen et al.
2018).
6.5.2.2 New Distribution Channels
The concepts of delivery and distribution are approached from a perspective that
indicates the delivery of services and solutions through digital challenges (Ardolino
et al. 2013). Additional to new distribution channels, digital technologies can enable
diversified value configuration and foster partner networks (Cimini et al. 2018). These
ideas are often linked to the concept of dematerialisation. Besides, the adoption of
technologies such as additive manufacturing could contribute with benefits to supply
chains by providing new options on the development of spare parts which increases
the decentralization of production (Ardolino et al. 2013) and would mean relevant
improvements in total operating and downtime costs for customers.
6.5.2.3 Big Data and Business Analytics
As mentioned in the previous subsection, literature shows repeated use of the concept
of big data and data analytics, some articles even merge these two concepts into big
data analytics (Wang et al. 2016; Mourtzis et al. 2018). The frequency of these
concepts in the selected records can also be located in Table 6.2. The utilisation of
big data is a complex decision which requires that organizations possess abilities and
advanced sensing technologies (Marini and Bianchini 2016) to make use of it in an
efficient, responsible and sustainable way (Süße et al. 2018). When organizations
possess the abilities to make proper usage of digital technologies, they can strive to
improve their maintenance activities (Kans and Ingwald 2016). For instance, it is
possible to capture data from sensors located on critical components of the tangible
product, transmit data gathered, (e.g. temperature or pressure), keep a record of
fault codes (e.g. overheating or direct requirement of scheduled maintenance), send
it directly to the manufacturer, store and analyse data. These actions enable the
possibility to transform data into useful information about the product and develop
responsive functions and actions such as repair, inform the customer or arrange
maintenance (Ardolino et al. 2013; Lightfoot et al. 2013).
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6.5.2.1 Enhanced Customer Relationships
The literature reviewed mentions repeatedly the exploitation of additional services as
a potential enabler for customer loyalty and business growth (Ardolino et al. 2016).
For instance, the concept of digital intelligence was found to refer to an enabler
for distributed knowledge, structure, ownership and customization (Antikainen et al.
2018).
6.5.2.2 New Distribution Channels
The concepts of delivery and distribution are approached from a perspective that
indicates the delivery of services and solutions through digital challenges (Ardolino
et al. 2013). Additional to new distribution channels, digital technologies can enable
diversified value configuration and foster partner networks (Cimini et al. 2018). These
ideas are often linked to the concept of dematerialisation. Besides, the adoption of
technologies such as additive manufacturing could contribute with benefits to supply
chains by providing new options on the development of spare parts which increases
the decentralization of production (Ardolino et al. 2013) and would mean relevant
improvements in total operating and downtime costs for customers.
6.5.2.3 Big Data and Business Analytics
As mentioned in the previous subsection, literature shows repeated use of the concept
of big data and data analytics, some articles even merge these two concepts into big
data analytics (Wang et al. 2016; Mourtzis et al. 2018). The frequency of these
concepts in the selected records can also be located in Table 6.2. The utilisation of
big data is a complex decision which requires that organizations possess abilities and
advanced sensing technologies (Marini and Bianchini 2016) to make use of it in an
efficient, responsible and sustainable way (Süße et al. 2018). When organizations
possess the abilities to make proper usage of digital technologies, they can strive to
improve their maintenance activities (Kans and Ingwald 2016). For instance, it is
possible to capture data from sensors located on critical components of the tangible
product, transmit data gathered, (e.g. temperature or pressure), keep a record of
fault codes (e.g. overheating or direct requirement of scheduled maintenance), send
it directly to the manufacturer, store and analyse data. These actions enable the
possibility to transform data into useful information about the product and develop
responsive functions and actions such as repair, inform the customer or arrange
maintenance (Ardolino et al. 2013; Lightfoot et al. 2013).