Customer care excellence in the new product development process: a case study Online publication date: Tue, 10-Apr-2018
by Ville Isoherranen; Jukka Majava
International Journal of Value Chain Management (IJVCM), Vol. 9, No. 1, 2018
Abstract: Excellence in product development can be achieved by integrating various stakeholders' requirements into a winning offering. After-market services have become increasingly important for companies, as digitalisation enables new business models and revenue streams. The integration of customer care must be performed in the product development (PD) process in the early concepting and development phases in order to ensure an excellent customer experience. The traditional elements of care - spare parts, service tools, and support - must be coupled with new services. Future cutting-edge products demand new self-support, repair, and upgrade capabilities that are enabled by the digitalisation of product-service assets and low-cost distribution platforms. This study aims to increase knowledge on how care capabilities can be created in the PD by analysing the critical care inputs and their effects in the product concepting phase. In addition, the critical care outputs in the case company's product development process in the main phases are presented.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Value Chain Management (IJVCM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook