Print Page   |   Contact Us   |   Your Cart   |   Sign In   |   Join DMI
Site Search
Online Store: DMI Proceedings
Main Storefront
        

Are you being served? Not onboard!

Item Options
Sign in for your pricing!
Price: $5.00
Quantity: *
 
Description
Are you being served? Not onboard! Aviation manufactures moving towards service enabling systems 
 
AUTHOR(S):

 

Julia DEBACKER, Christine DE LILLE, Ad EIJKELENBOOM and Sicco SANTEMA

 

To maintain a competitive advantage, suppliers in the aviation industry have
shifted from passive producers to active innovation research partners, sharing
responsibilities and risks. This approach has fuelled technological advances over
the years, delivering aircraft that are lighter, faster and safer than ever before.
However, the passenger inflight experience has not changed radically in the
past twenty years. In order to offer a personal brand experience and remain
competitive, airlines are shifting their focus to onboard experience and service
satisfaction. This paper investigates the practice of a large supplier in aviation
to identify how designers can support the company’s transition from product
supplier to the supplier of service enabling systems. An inductive case study
approach was employed to investigate the internal shift by mapping the
influence of the transition towards service enabling systems on several of the
supplier’s projects and interviewing the main internal and external
stakeholders. A total of twenty interviews were conducted with stakeholders of
the galleys & equipment department, including airline staff, catering providers,
development engineers, sales and purchasing. This papers concludes with an
overview of the main challenges encountered by the supplier and how
designers played a role in tackling them such as: changing the internal mindset
towards the end users, facilitating internal collaboration and reframing the
design briefs in collaboration with airlines.

 

PUBLISHED: Proceedings from the The 19th DMI: Academic Design Management Conference, 2014

 

DMI Members: To download the pdf of this publication, you need to log in, add it to your shopping cart, and check out. There will be no charge and the link(s) to the pdf(s) will be emailed to you.

more Calendar

12/13/2016
Design NightOut by Deutsche Telekom & DMI

3/8/2017 » 3/9/2017
dmi: Symposium Munich

Featured Members

Site Search
Membership Software Powered by YourMembership  ::  Legal