A process model of product service supply chains

Abstract

This paper addresses the call for the development of product service supply chains (PSSC) model in support of supply chain integration, focusing specifically on the inter-relationship of product and services in PSSC. Whilst the product aspects of supply chains have been extensively researched there is widespread recognition that the service elements have received inadequate attention and that is the focus of the early part of the paper. We examine the features of service environments using unified service theory concluding that supply chain operations reference is unsuitable for developing a PSSC model. We apply their Operate model to Talkphone, an internationally leading telecoms company with an integrated PSSC. Using the case research method, we develop an IDEF0 model of the core operate processes of Talkphone. We then use the IDEF0 model to highlight the importance of co-ordinating product and multiple service concepts for integrated PSSCs. An important observation is the importance of the model as a heuristic device for managing and co-ordinating PSSCs, particularly where there are multiple service concepts (see Figure 8). Finally, we consider the implications for future work including the potential for further empirical work into types of integrated PSSC which combine the four product and four service types into 16 possible combinations.

Keywords:

• product service systems
• service supply chains
• B2B
• SCOR
• case study