AN ANALYSIS OF THE SERVICES AND ITS RELATIONSHIP WITH THE PRODUCT DEVELOPMENT PROCESS IN A MANUFACTURING COMPANY

摘要

The importance of services to manufacturing companies has grown over the past decades due to several changes in the business environment. Among the aspects related with the offer of services by manufacturing companies is the fact that services are influenced by the decisions taken during new product development (NPD). The literature is scarce when it comes to comprehend how this relationship occurs. In this sense, this paper aims to analyzing the characteristics of product-related services and the relationship between the NPD process activities in an aircraft company. Case-based research was adopted with data collected by semistructured interviews and document analysis. The stages of the NPD are described, the service portfolio is presented, and a relationship between NPD and services is performed. The results confirmed that all the services are influenced by the decisions of all NPD phases. The identified relationship influence several aspects of the services that were analyzed, such as: the business process, scope, infrastructure, costs, and people.