Submitted by Adalberto Tadeu de Oliveira Bromberg (adalbertobromberg@hotmail.com) on 2015-03-18T20:30:43Z No. of bitstreams: 1 Dissertacao versao biblioteca.pdf: 2713450 bytes, checksum: af40d7635e21667084541e09fb466cbf (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2015-03-27T18:09:01Z (GMT) No. of bitstreams: 1 Dissertacao versao biblioteca.pdf: 2713450 bytes, checksum: af40d7635e21667084541e09fb466cbf (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2015-03-27T18:09:20Z (GMT) No. of bitstreams: 1 Dissertacao versao biblioteca.pdf: 2713450 bytes, checksum: af40d7635e21667084541e09fb466cbf (MD5) / Made available in DSpace on 2015-03-27T18:09:31Z (GMT). No. of bitstreams: 1 Dissertacao versao biblioteca.pdf: 2713450 bytes, checksum: af40d7635e21667084541e09fb466cbf (MD5) Previous issue date: 2015-01-26 / This thesis has as main caractheristics, the research, analysis and the proposal of a model that considers the most relevant factors for the inclusion of the services’ process in manufacturing based companies, especially for companies seeking the nationalization its supply basis. Within this concept of transition and incorporation of services, which is known in the literature as 'servitization', and using as a research subject one electrical hardware manufacturer, it was assessed the planning and execution of servitization for offshore technical services, related to the supply chain of the Subsea Oil and Gas Production industry segment. To support the understanding on the company in regards to services and sertitization and support this research, it was necessary to review the literature on Operations Management in Services, Product - Service Systems, Servitization, Lean Thinking in Services, Products and Services Project Development and Local Content Requirements. Based on the documentation provided by the company, and comparing it with the reviewed academic literature, it was found that the models proposed by the literature do not contain all the elements required to directly apply them on such business. Based on this assessment, it is found the most relevant elements for servitization and it is proposed a model for reflection, which fullfils most specifically the gaps that negatively influence the operational excelance and the corporate strategy of a company related to the Oil and Gas industry. / A presente dissertação tem como principais características, a pesquisa, a análise e a proposição de um modelo de reflexão que considera os fatores mais relevantes na inclusão do processo de prestação de serviços em empresas de manufatura de bens, e em particular de empresas que buscam a nacionalização de sua capacidade de fornecimento. Dentro deste conceito de transição e incorporação de serviços, que é denominado pela literatura como 'servitização', e usando como objeto de pesquisa uma empresa fabricante de hardware elétrico, verificou-se como se deu o planejamento e execução da servitização para prestação de serviços técnicos off-shore, ligados à cadeia de suprimentos do segmento de Produção de Óleo e Gás no mar. Para auxiliar o entendimento sobre o posicionamento da empresa perante serviços, servitização e nacionalização, foi necessária a revisão bibliográfica sobre Requisitos de Conteúdo Local, Gestão de Operações em Serviços, Sistemas Produto-Serviço, Servitização, e Desenvolvimento de Projeto de Produtos e Serviços. A partir da análise de documentação disponibilizada pela empresa, e a comparação desta com a literatura academica revisada, verificou-se que os modelos propostos pela literatura não contém todos os elementos necessários para aplicação direta em negócios deste tipo. Com base nesta avaliação, verifica-se quais os fatores mais relevantes para a servitização e propõe-se um modelo para reflexão. Modelo este que preenche com elementos mais específicos as lacunas que influenciam negativamente na excelência operacional e na estratégia da corporação ligada a indústria de Petróleo e Gás Off-shore.

Human Computer Interaction (HCI) interventions such as User Experience, Usability and Accessibility are widely accepted as great milestones in the developmental process of computer-based system applications – be it web-based, PC-based or ubiquitous. However, there is still a need for an understanding of the critical benefits – both tangible and intangible – that HCI interventions may bring within business. It is still necessary to investigate and clearly understand how the issues that emanate from the usability and accessibility problems affect business as well as what value HCI techniques contribute to the profitability of implementing and using computer-based systems. A case study approach was undertaken within a Travel Management Company (TMC) on a computer-based system used for both back-end and front-end activities, such as invoicing as well as Management Information System (MIS) reports. The aim was to ascertain how the incorporation of HCI interventions (Usability and Accessibility) in evaluating the design and the development process of software applications can impact on the usefulness of such computer application systems. The investigation in areas such as the redefining business processes in order to generate a competitive advantage, enhancing user skills, improving user productivity, user satisfaction and retention, reducing training costs, and quality service provision were of particular interest. The end results of the study affirm an important and significant role that specific and focussed HCI interventions make in the successful implementation of contemporary computer-based systems. However, for businesses to gain most of the potential benefits from HCI interventions, both the software development houses and business practitioners should make use of the HCI techniques and place greater priority and emphasis on the awareness and use of HCI (Usability) standards in the development process / Computing / M. Sc. (Information Systems)

Les produits avec des phases d'usage multiple sont de plus en plus pris en considération a du fait des pressionséconomiques et environnementales. Ces produits aux cycles de vie complexes, utilisent des process tels que leremanufacturing. Ces process doivent être modélisés et évaluée par des équipes de conception. Cette thèse montrecomment représenter, modéliser et évaluer des produits en cycle de vie à boucle fermées. L'étude montre commentétablir des évaluations environnementales pour ces produits et les comparer aux évaluations environnementales decycles de vie classiques.Les modèles ont été développés sur des travaux antérieurs, tels que la méthodologie de Gehin et al. basée sur leconcept du brique du cycle de vie produit. La première approche proposée sert pour évaluer les bénéficesenvironnementaux des opérations et des activités autour du cycle de vie de produit en boucle fermée(remanufacturing scénario de fin de vie et systèmes de produit-service comme stratégie de vente des services).L'introduction de systèmes produit-service vise à réduire les impacts environnementaux de produits parl'intensification de l'utilisation. Ainsi, la thèse propose un modèle pour évaluer les éléments de systèmes produitsserviceet leur cycle de vie du point de vue environnemental. La thèse se concentre sur l'élaboration d'un modèle quiintègre le cycle de vie d’un produit-service système et ses paramètres, en tenant en compte des éléments physiques,ainsi que de l'infrastructures, la conception des unités de services, les acteurs dans la logistique et leurs interactions.Les modèles permettent d’identifier et de distinguer les différentes phases du cycle de vie du produit et de réajuster ladécision des concepteurs dans le processus de conception du produit. De plus, le modèle cherche l'intégration desparamètres du process de remanufacturing et des systèmes produit-service dans l'ensemble du cycle de vie duproduit. Les modèles visent à aider la conception de produits et de processus, ainsi que les acteurs de la chaîneapprovisionnement et les personnes chargées de la prise de décision sur la conception du produit et deschangements dans le système.Les résultats peuvent être utilisés, afin d'évaluer la performance environnementale des différents scénarios de fin devie des produits, fournissant un outil pour les concepteurs qui permet de quantifier les avantages environnementauxliés à l'utilisation des produits en cycle de vie en boucle fermée. / Products with multiple use phases have to be considered regarding new economic and environmental pressures.Therefore, the related complex life cycles of (re)manufactured products have to be modeled and assessed by designteams for a better understanding of their performance. This thesis presents methodologies to represent, model andassess closed-loop product lifecycle (focused on remanufacturing strategies). The study shows how to establishenvironmental assessments for remanufactured products life cycles and how to compare them to environmentalassessments for classical life cycles.The present study shows how to establish the models and how to compare the environmental assessments ofremanufactured products life cycles vs. classical life cycle scenarios. The objective is to provide easy to use methodsand tools for designers to allow them quantifying the environmental benefits related to the use of a closed loopstrategy. In this project, a life cycle assessment, life cycle bricks, and a parametric model of the products are used toevaluate and compare the environmental benefits provided by the remanufacturing. The methodologies and modelshave been developed based on previous works, such as the the life cycle bricks concept developed by Gehin et al.[2007].On the other hand, the thesis proposes a model to assess the product-service systems elements and their respectivelife cycle from an environmental point of view. Here, the thesis focuses on the development of a model whichintegrates the product lifecycle within those parameters by a product-service system strategy, taking into accountphysical elements, as well as the infrastructures network, unit services design, supply chain actors and theirinteractions.Finally, a model has been developed to assess from an environmental point of view the data of the operations andactivities around product life cycle of the products with final non classic disposition scenarios (remanufacturing asend-of-life scenario and multiple uses by the disposition of the service offers system as a business strategy). Themethodologies and models proposed allow identifying and distinguishing impacts between the different product lifecycle stages and readjust the designers’ decision at the product design stage. The results can be further used insimulation, to evaluate the environmental performance of different product life cycle end-of-life scenarios.

Volvo Construction Equipment (Volvo CE) is one of the world's largest manufacturers of construction machines. Now they want to access a sustainability-focused mining field – urban mining. This study is to find a solution helping Volvo CE quickly access to urban mining with a Product-Service System (PSS) development concept. To do this, the authors completed surveys and several interviews with construction companies, to understand the user and customer needs. The authors also go through a functional analysis on a new prototype of their collaboration partner - Stanford University. The result of this thesis is a PSS concept for urban mining, developed with machine selection guidelines combined with Life Cycle Assessment, and Quality Function Deployment. Recommendations include: 1) Improve the communication between Volvo CE and their Customers. 2) Adding more visible services. 3) Adding multiple business solutions provide to customers. 4) Understanding relevant stakeholders in urban mining 5) Expand research on urban mining.

La phase conceptuelle, basée sur des informations imprécises et incomplètes, est à la base de la satisfaction des clients par le futur système. La programmation architecturale se concentre sur une des premières étapes de cette phase dans le domaine de la construction : la définition des besoins d'un bâtiment. Les pratiques et recherches actuelles en Architecture-Ingénierie-Construction ont tendance à être basées sur l'expérience des programmistes et architectes. Elles sont rapidement orientées vers la production de solutions architecturales et avec une formalisation tardive des besoins métiers en exigences bâtiment. La définition des exigences est bien plus développée dans les autres domaines d'ingénierie (i.e. génie mécanique, industriel et logiciel) au sein de théories, modèles, techniques et outils. Ces travaux de recherche visent à proposer un raisonnement de programmation architecturale basé sur ces connaissances en matière d'ingénierie des exigences dans ces autres domaines. La méthodologie suivie pour développer ce raisonnement s'appuie sur une démarche transdisciplinaire basée sur une combinaison de méthodologies issues des Sciences de la Conception. Outre l'identification de langages de modélisation couvrant différent points de vues associées à la programmation architecturale, un manque est identifié en ce qui concerne les concepts définissant l'objet d'étude : la transition entre les concepts d'activité et d'espace. Le concept de ‘‘méta-espace'' est proposé pour combler ce manque ainsi qu'un langage de modélisation permettant l'exploitation des relations entre ces concept. Une formalisation très en amont de la transition des besoins métiers des clients vers les exigences bâtiment est proposée via une démarche conceptuelle résultant de l'ajout du concept de ‘‘méta-espace''. Cette démarche est présentée étape par étape en s'appuyant sur les divers cas d'études traités au cours de la thèse. / The conceptual phase is based on very fuzzy and incomplete information about clients' needs. It constitutes the core of clients' satisfaction about the future system. Architectural programming, or briefing process, focuses on the early stages of the conceptual phase of construction projects, i.e. the requirements definition. Current practices and research in Architecture-Engineering-Construction tend to be experience-based, solution-oriented, and with a late formalisation of business needs into building requirements. The requirements definition is far more supported by theories, models, tools, and techniques in other engineering disciplines (i.e. Mechanical, Industrial, and Software Engineering). This research aims to propose an architectural programming reasoning based on existing requirements engineering knowledge from these other engineering disciplines. The methodology followed to develop this reasoning is a transdisciplinary approach based on a combination of Design Research Methodology, and Design Science. Besides the identification of modelling languages covering different viewpoints associated with the briefing process, a gap is identified regarding modelling constructs associated with a “meta-space” design artefact. This design artefact and its associated modelling language (i.e. the meta-space diagram) support the formalisation of the transition from activities to space. The resulting conceptual framework proposes a step by step early formalisation of the transition from clients' business needs to building requirements. All along the thesis, different case studies are used to illustrate the proposals.

Recently trade-off among producers, customers and society/ environment is one of the most popular concerns in industry. This issue conducts the decision making by manufacturers on the selection between two alternative techniques, ECM and MM. The purpose of this study was to explore the problem in how to assess the value of a product/ service in the early stages of the design activity. Through the simulation tool of System Dynamics, a model helps to quantify all the values which were involved. The result of this model was that the coming 10 years NPVs of two alternatives were assessed. Contrasting the alternatives on different manufacturing processes and market conditions, the decision makers could find out an appropriate scenario with an appropriate technique. This approach was verified to ensure the accuracy and practicability.

This thesis investigates the potential of User-Centered Design (UCD) and Agile to support Strategic Sustainable Development (SSD) practice in product and product-service system (PSS) design. UCD tools and concepts are used to support stakeholder and needs research. Agile provides process support for collaboration and resilience. SSD tools and concepts are used to define and work within the system boundaries for sustainability. All three practices are combined in an innovation approach that supports collaborative and cross-functional design teams as they develop products and PSS. Design teams using this approach will work to satisfy the needs of customers while considering the needs of all non-customer stakeholders and the ecosphere. The full-systems context emphasized in the approach will support innovation and encourage design teams to consider services as complements to, or substitutes for, physical products.

Today’s societal development is not sustainable. The transportation sector has the potential role to be a tremendous lever for sustainability due to its central position in the societal structure as well as for the current unsustainable trends that occur in this system. Recommendations to public transportation providers were made by highlighting the main existing gaps between the current transportation system and an envisioned future transportation system that could exist in a sustainable society. To highlight these gaps, multiple perspectives were considered. These perspectives were enabled by e.g. User Journey Maps at the individual level and a holistic perspective over the broader urban transport system. The premise is that in order to increase use rates of public transportation, there is a need to better assess and address urban travellers' needs when commuting. For providers to have a strategic, stepwise approach and to be able to bring the public transportation system towards sustainability, the authors recommended that public transportation providers prioritize and implement future actions aligned with the three prioritization questions presented at the strategic level of the Framework for Strategic Sustainable Development and by defining a criterion that would emphasize that the users’ needs of importance highlighted in the study are fulfilled.

This thesis investigates the P2P carsharing user experience. The intention of this investigation is to increase the adoption and uptake of P2P carsharing in existing and future markets because of its benefits to the environment, the local economy and its accruement of social capital. We see P2P carshar- ing as a key means to creating a sustainable urban transportation solution. We started by doing a web review of P2P carsharing followed by a system- atic analysis in which we categorized each platforms’ key attributes. With this information we created two infographics. The first displays existent platforms and their different attributes. The second illustrates the customer journey. We then conducted a survey between April 6 and May 14, 2012, receiving 206 responses from borrowers, owners and people who have not yet used the service. Although the survey was open to anyone, users in the US, France, Germany, Spain and Sweden were targeted. The survey pro- vides demographic information about P2P carsharing users who were found to be young, highly educated, well-off working professionals. Their trans- portation habits and needs, especially as relating to P2P carsharing were also found. After collating this information we partitioned respondents into: Owners, Borrowers, Prospective Owners, Prospective Borrowers, and then orthogonally into US Users and European Users. We then created user pro- files and a mix of short and longer-term multi-stakeholder design chal- lenges for stakeholders; whose work, building off of ours, will we hope, foster innovations that make P2P carsharing a ubiquitous mobility solution.

This thesis project extends current research on how Product-Service/Systems (PSS) increase the competitiveness of what businesses provide to society. In particular, when the significant stakeholders who create value, structured as a network, are also involved in the co-development of the value proposition. Applying the Framework for Strategic Sustainable Development (FSSD), this study looks at how the early stages of a strategic planning process for sustainability could improve this co-development of PSS. The field research helped to understand the particularities of co-developing PSS and how the planning process could be adapted using the FSSD. As a result, theoretical dimensions, and general guidelines to put these into practice, are recommended in a model. The theoretical dimensions were field tested and refined. It was discovered that when creating the aspirational goals of the network, including other perspectives, in addition to companies and the customer’s, could expand the perception of value available to be provided. To do so is proposed a systematic understanding of the situation, and its socio-ecological context, where the activities of the value-based network of stakeholders are performed.