University of Oulu

Isoherranen, V. and Majava, J. (2018) ‘Customer care excellence in the new product development process: a case study’, Int. J. Value Chain Management, Vol. 9, No. 1, pp.26–37.

Customer care excellence in the new product development process : a case study

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Author: Isoherranen, Ville1; Majava, Jukka2
Organizations: 1Kerttu Saalasti Institute, University of Oulu, FI-85500, Finland
2Industrial Engineering and Management, University of Oulu, P.O. Box 4610, FI-90014, Finland
Format: article
Version: accepted version
Access: open
Online Access: PDF Full Text (PDF, 0.3 MB)
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Language: English
Published: Inderscience, 2018
Publish Date: 2018-04-11


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.

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Series: International journal of value chain management
ISSN: 1741-5357
ISSN-E: 1741-5365
ISSN-L: 1741-5357
Volume: 9
Issue: 1
Pages: 26 - 37
DOI: 10.1504/IJVCM.2018.091100
Type of Publication: A1 Journal article – refereed
Field of Science: 222 Other engineering and technologies
Copyright information: © 2018 Inderscience Enterprises Ltd.