제품서비스시스템 운영 성과 평가 및 관리 : 렌탈 비즈니스를 중심으로

Increasing attention has been paid to product-service system (PSS) as a new business model for value creation. This paper proposes the models and methods for measuring and managing the operational efficiency of PSS business. Three types of efficiency are measured along the stages of PSS business cycle: sales efficiency, service efficiency, and retention efficiency. Data envelopment analysis (DEA) is employed to measure the operational efficiency of PSS business units. In order to continuously measure and improve the operational efficiency of PSS business units, we also propose the PSS performance portfolio cube composed of the three types of efficiency. A case of C company which is one of the largest companies in rental business in Korea is presented to illustrate the feasibility and applicability of the proposed model.