Changing information management for product-service system engineering: customer-oriented strategies and lessons learned

Modern markets force companies to implement new production and marketing paradigms. Companies striving for attracting and retaining customers see service provision as a new path towards profits and growth. However, efficient management of product life cycle for such solutions requires significant changes both in business processes and in information systems. The paper investigates the problem of product-service system engineering information management in a customer-oriented way and the way it has been solved. It shares the vision of the authors of the required improvements in business processes and information systems at the considered company related to life cycle management for product-service system configurations. Though the research results are based on the analysis of one company, the presented work can give significant input to achieve benefits for component manufacturers that tend to become system vendors in general.