Improving Product-Service Systems by Exploiting Information From The Usage Phase. A Case Study☆

Nowadays the relevance of Product-Service-Systems (PSS) is increasing. Providing customers with products and supporting services suiting the customer expectations becomes a key-factor for being successful in the market. Contemporarily, a huge amount of data such as usage-data from sensors or Product Embedded Information Devices as well as customer feedback from social media, forums or blogs is already available for manufacturers of PSS. These data sources provide valuable knowledge about the customer's usage of products and their expectations and complaints.