Achieving mass customisation through servicification
by Erik Sundin, Mattias Lindahl, Mica Comstock, Tomohiko Sakao, Yoshiki Shimomura
International Journal of Internet Manufacturing and Services (IJIMS), Vol. 2, No. 1, 2009

Abstract: Manufacturing companies face many challenges today, one of these is how to successfully meet increasingly diverse customer needs. This could be achieved through customisation. This paper elucidates how mass customization could be enabled by companies adding more services to their customized products. This 'servicification' of products is made available by integrated product service engineering. This paper also describes how products and services can be developed in coherence through an integrated product service engineering approach. Furthermore, a software supporting this approach along with customisation named Service Explorer is described. This paper presents a case study of a forklift truck manufacturer called Toyota Material Handling Group (TMHG). TMHG customise their product/service offerings and by doing so they can offer its customers increased value than only selling standard forklift trucks. TMHG has managed to create successful customised offerings for its customers. However, with a more integrated development, TMHG could become even more successful.

Online publication date: Sun, 31-Jan-2010

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