Development of a Key Performance Indicator Assessment Methodology and Software Tool for Product-Service System Evaluation and Decision-Making Support

Abstract

During the last decade, as a result of their constant urge to retain sustainability, companies have shifted to the product-service system (PSS) business model, in an effort to gain competitive advantages. PSS providers have realized the importance of offering highly perceived solutions; thus, the necessity of monitoring the performance of PSSs and evaluating them has intensified. However, not much work has been conducted toward that direction, especially focusing on its practical application. In the current work, a holistic approach for PSS evaluation using key performance indicators (KPIs) is proposed, extending to all its lifecycle phases and covering aspects from both provider's and customer's perspectives. A software tool was developed to assist the decision maker in the selection of appropriate KPIs to monitor for PSS evaluation and additionally, to offer KPIs data collection, storage, processing, and visualization capabilities. The proposed methodology was applied in a real industrial case of the mold making area to validate its results.