Agus Sutanto

Product-service system design concept development based on product and service integration

Todays business environment pressurises many high-technology companies to continuously improve the value of their products and services to remain competitive. Product-Service Systems (PSS) is an emerging paradigm that enables a tighter integration between product and service offering. The research described in this paper aims to propose a new PSS design methodology based on the integrated product and service design requirements. The process consists of three stages: the identification of design requirements, the determination of design requirements rating and the integration of product and service design requirement in order to develop a PSS design concept. A case study of mobile phones design has been chosen to validate the proposed PSS design methodology.

The Consequences of Lean Six Sigma on Banking Improvement: A Study at a Front-Line Unit of a Bank Company in Indonesia

The purpose of this paper is to present research about how lean Six Sigma delivers recommendations to minimize the seven wastes which is strongly associated with human aspects in banking sector. The research was performed using Define, Measure, Analyze, Improve (DMAI) method, whereas the seven wastes are identified and will be minimized by using different tools. A research questionnaire delivered the sigma level of the defects in services that performed by teller, customer service, and security person are 3.01, 2.91, and 3.89 respectively. Lists of actual activities of delay/waiting and unnecessary movements is delivered by using Closed Circuit Television (CCTV) records and Pro Time Estimation software. The wastes of duplication and over processing, unclear communication, incorrect inventory, and lost opportunity are found using brainstorming. There are six recommendations of improvement obtained from brainstorming within the 5-Whys, FMEA, and improve phases. The bank can achieve significant efficiency without extorting employees’ energy with low cost operations and flexibility.