Production
https://prod.org.br/article/doi/10.1590/0103-6513.151313
Production
Article

Product-service systems em laboratório de análises clínicas: um estudo de caso

Product-service systems in a clinical laboratory: a case study

Pereira, Veridiana Rotondaro; Carvalho, Marly Monteiro de; Rotondaro, Roberto Giglioli

Downloads: 0
Views: 772

Resumo

Cada vez mais as empresas oferecem soluções completas a seus clientes, com produtos e serviços. Essa mudança na composição do portfólio das organizações vem ocorrendo por uma série de razões, sejam relacionadas às questões estratégicas, motivadas por demandas do cliente, ou ainda por tendências que visam menores impactos ambientais. Este artigo visa contribuir com a literatura existente, adicionando a perspectiva do cliente neste cenário, por meio de um estudo de caso nos laboratórios de um dos principais hospitais da América Latina. Investigou-se a aquisição de equipamentos de análises clínicas, e os resultados mostram uma trajetória evolutiva de implementação do PSS durante as últimas décadas. Como cliente, este laboratório passou por três fases de evolução: primeiro como comprador de equipamentos, depois, numa segunda etapa, como os equipamentos não eram mais de propriedade do laboratório, passaram para contratos de leasing, e no terceiro estágio, para a aquisição de um contrato integrado de PSS, orientado a resultado. Nesta última fase, o laboratório observou vantagens importantes relacionadas tanto ao uso dos produtos quanto ao atendimento a demandas internas. Estas mudanças no processo de compra trouxeram importantes ganhos para o laboratório, como um sistema operacional seguro, a divisão dos riscos com o provedor da solução, suporte técnico especializado.

Palavras-chave

PSS. Servitização. Gestão de operação de serviço. Manufatura.

Abstract

Increasingly, companies offer complete solutions, which include products and services, to its customers. This change in organizations’ portfolios has been occurring for a number of reasons: strategic issues, customer demands, or even low environmental impact trends. This paper aims to add the customer´s perspective on such a scenario through a case study in the laboratories of one of the major Latin American public hospitals. The acquisition of clinical analysis equipment was investigated; the results show an evolutionary trajectory of PSS implementation during the last decades. As a customer, this laboratory went through three phases of evolution: first, as equipment buyer; second, when equipment was no longer laboratory property, changing to leasing contracts; and third, a new method of purchasing, called the PSS solution. In this third phase, the laboratory observed important advantages related to product use and internal demands. The changes in the purchase process brought important gains to the laboratory, such as a secure operating system, risks shared with the solution provider, and specialized technical support.

Keywords

PSS. Servitization. Operations service management. Manufacturing

References

Aurich, J. C., Mannweiler, C., & Schweitzer, E. (2010). How to design and offer services successfully. Journal of Manufacturing Science and Technology, 2(3), 136-143. http://dx.doi.org/10.1016/j.cirpj.2010.03.002.

Baines, T. S., Lightfoot, H. W., Evans, S., Neely, A., Greenough, R., Peppard, J., Roy, R., Shehab, E., Braganza, A., Tiwari, A., Alcock, J. R., Angus, J. P., Bastl, M., Cousens, A., Irving, P., Johnson, M., Kingston, J., Lockett, H., Martinez, V., Michele, P., Tranfield, D., Walton, I. M., & Wilson, H. (2007). State-of-the-art in product-service systems. Proceedings of the Institution of Mechanical Engineers. Part B, Journal of Engineering Manufacture, 221(10), 1543-1552. http://dx.doi.org/10.1243/09544054JEM858.

Baines, T. S., Lightfoot, H. W., Peppard, J., Johnson, M., Tiwari, A., Shehab, E., & Swink, M. (2009). Towards an operations strategy for product-centric servitization. International Journal of Operations & Production Management, 29(5), 494-519. http://dx.doi.org/10.1108/01443570910953603.

Bowen, J. & Ford, R. C. (2002). Managing service organizations: does having a “thing” make a difference? Journal of Management, 28(3), 447-469. http://dx.doi.org/10.1016/S0149-2063(02)00135-6

Brasil. (1993, Junho 22). Regulamenta o art. 37, inciso XXI, da Constituição Federal, institui normas para licitações e contratos da Administração Pública e dá outras providências (Lei nº 8.666, 21 de junho de 1993). Diário Oficial da União. Recuperado em 01 de dezembro de 2014, de http://www.planalto.gov.br/ccivil_03/Leis/L8666cons.htm

Eisenhardt, K. M., & Graebner, M. E. (2007). Theory building from cases: opportunities and challenges. Academy of Management Journal, 50(1), 25-32. http://dx.doi.org/10.5465/AMJ.2007.24160888.

Environmental Life Cycle Information Management – ELIMA. (2005). Product life cycle technology – results and implications for business strategy. In Elima Seminar, Vienna, Austria.

Fan, X., & Zhang, H. (2010). Aligning product-service systems with market forces: a theoretical framework. In Proceedings of the 2010 International Conference on Service Sciences-ICSS, China. http://dx.doi.org/10.1109/ICSS.2010.59.

Fry, T. D., Steele, D. C., & Saladin, B. A. (1994). A Service-oriented manufacturing strategy. International Journal of Operations & Production Management, 14(10), 17-29. http://dx.doi.org/10.1108/01443579410067225.

Gebauer, H., Edvardsson, B., & Bjurko, M. (2010a). The impact of service orientation in corporate culture on business performance in manufacturing companies. Journal of Service Management, 21(2), 237-259. http://dx.doi.org/10.1108/09564231011039303.

Gebauer, H., Fischer, T., & Fleisch, E. (2010b). Exploring the interrelationship among patterns of service strategy changes and organizational design elements. Journal of Service Management, 21(1), 103-129. http://dx.doi.org/10.1108/09564231011025137.

Goedkoop, M., van Haler, C., Riele, H. & Rommers, P. (1999). Product service-systems, ecological and economic basics. Netherlands: PricewaterhouseCoopers/ Storrm C.S / PRé consultants.

Hesselbach, J., & Herrmann, C. (2011). Functional thinking for value creation. 3rd International Conference on Product-Service Systems, Germany.. http://dx.doi.org/10.1007/978-3-642-19689-8.

Johnson, M., & Mena, C. (2008). Supply chain management for servitised products: a multi-industry case study. International Journal of Production Economics, 114(1), 27-39. http://dx.doi.org/10.1016/j.ijpe.2007.09.011.

Johnston, R., & Clark, G. (2001). Service operations management. Harlow: Prentice-Hall.

Lay, G., Copani, G., Jäger, A., & Biege, S. (2010). The relevance of service in European manufacturing industries. Journal of Service Management, 21(5), 715-726. http://dx.doi.org/10.1108/09564231011092908.

Lusch, R. F., Vargo, S. L., & O’Brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of Retailing, 83(1), 5-18. http://dx.doi.org/10.1016/j.jretai.2006.10.002.

Manzini, E., & Vezzoli, C. (2003). A strategic design approach to develop sustainable product service systems: examples taken from the ‘environmentally friendly innovation’ Italian prize. Journal of Cleaner Production, 11(8), 851-857. http://dx.doi.org/10.1016/S0959-6526(02)00153-1.

Manzini, E., Vezzoli, C., & Clark, G. (2001). Product-service systems: using an existing concept as a new approach sustainability. Journal of Desert Research, 1(2)

Mathieu, V. (2001). Services strategies within the manufacturing sector: benefits, costs and patnership. International Journal of Service Industry Management, 12(5), 451-475. http://dx.doi.org/10.1108/EUM0000000006093.

Meier, H., Völker, O., & Funke, B. (2011). Industrial Product-Service Systems (IPS2). International Journal of Advanced Manufacturing Technology, 52(9-12), 1175-1191. http://dx.doi.org/10.1007/s00170-010-2764-6.

Meijkamp, R. (2000). Changing consumer behaviour through eco-efficient services: an empirical study of car sharing in The Netherlands. Delft: Delft University of Technology.

Mont, O. K. (2002). Clarifying the concept of product-service system. Journal of Cleaner Production, 10(3), 237-245. http://dx.doi.org/10.1016/S0959-6526(01)00039-7.

Neely, A. (2007a). The servitization of manufacturing: an analysis of global trends. In POMS College Of Service Operations, London.

Neely, A. (2007b). The servitization of manufacturing: an analysis of global trends. In 14th European Operations Management Association Conference, Ankara.

Oliva, R., & Kallenberg, R. (2003). Managing the transition from products to services. International Journal of Service Industry Management, 14(2), 160-172. http://dx.doi.org/10.1108/09564230310474138.

Pereira, V. R., Carvalho, M. M., & Rotondaro, R. G. (2013). Um estudo bibliométrico sobre a evolução da pesquisa da qualidade em serviço. Produção, 23(2), 312-328. http://dx.doi.org/10.1590/S0103-65132012005000053. [Epub em: 02 de agosto de 2012]

Rapaccini, M., Saccani, N., Pezzotta, G., Burger, T., & Ganz, W. (2012). Service development in product-service systems: a maturity model. Service Industries Journal, 33(3-4), 300-319. http://dx.doi.org/10.1080/02642069.2013.747513.

Slack, N., Lewis, M., & Bates, H. (2004). The two worlds of operations management research and practice - Can they meet, should they meet? International Journal of Operations & Production Management, 24(3-4), 372-387. http://dx.doi.org/10.1108/01443570410524640.

Spring, M., & Dalrymple, J. F. (2000). Product customisation and manufacturing strategy. International Journal of Operations & Production Management, 20(3-4), 441-467. http://dx.doi.org/10.1108/01443570010314782.

Vandermerwe, S., & Rada, J. (1988). Servitization of business: adding value by adding services. European Management Journal, 6(4), 314-324. http://dx.doi.org/10.1016/0263-2373(88)90033-3.

Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1-17. http://dx.doi.org/10.1509/jmkg.68.1.1.24036.

Voss, C., Tsikriktsis, N., & Frohlich, M. (2002). Case research in operations management. International Journal of Operations & Production Management, 22(2), 195-219. http://dx.doi.org/10.1108/01443570210414329.

Wong, M. (2004). PSS in the consumer goods industry (Tese de doutorado). Cambridge University, Cambridge.

Zhen, L. (2012). An analytical study on service-oriented manufacturing strategies. International Journal of Production Economics, 139(1), 220-228. http://dx.doi.org/10.1016/j.ijpe.2012.04.010.
5883a4667f8c9da00c8b48ed production Articles
Links & Downloads

Production

Share this page
Page Sections