روشی برای حمایت از حل تعارض برای توسعه کارآمد سیستم محصول/خدمات

A method is proposed to enable service designers to identify existing conflicts in design solutions and to develop basic strategies to solve them. For this purpose, two different approaches for detecting conflicts are introduced: one entails the use of lexical expressions of functions, and the other involves the ranges of design parameters. In the remainder of this paper, the authors describe a detailed process to identify conflicts in design solutions and to develop strategies for resolving them by applying the proposed methods in an actual service case. The proposed method is expected to lead to an improvement in the efficiency of PSS development.

Recent studies in the field of service design (e.g., [1], [2], [3] and [4]) have focused on the effective integration of products and services (product/service-system: PSS). However, design is viewed as a form of problem solving, with the intent of satisfying customer demands. Namely, to date, an insufficient number of studies have been conducted on a method to support this design process. In service design, ad hoc design processes, employing trial and error methods, are still dominant, and the quality of a design solution largely depends on a designer's experience and intuition. The authors consider the conflicts present in a design solution to be a key to the creation of quality design. The quality and efficiency of design are largely dependent on how rapidly designers are able to discover and resolve such conflicts. In this paper, a methodology for supporting design process is proposed. It will enable designers to identify existing conflicts in design solutions and develop the basic strategies required for resolving them computationally.