Title: User needs in reverse logistics of electro medical equipment in a product-service system

Authors: Adriana Hofmann Trevisan; Carina Campese; Janaina Mascarenhas

Addresses: University of São Paulo, Production Engineering Department, Av. Trabalhador Saocarlense, 400, São Carlos – SP – 13566-590, Brazil ' University of São Paulo, Production Engineering Department, Av. Trabalhador Saocarlense, 400, São Carlos – SP – 13566-590, Brazil ' University of São Paulo, Production Engineering Department, Av. Trabalhador Saocarlense, 400, São Carlos – SP – 13566-590, Brazil

Abstract: Product-service systems (PSS) and circular economy (CE) require reverse logistics (RL) networks to recover and maximise product lifespan. Those three systems (PSS, CE, and RL) must be designed from the consumer's perspective to succeed. However, few studies highlighted users' relevance in RL in the PSS context. In this sense, this research seeks to understand the user's needs to perform RL in a PSS. An initial case study was carried out with a company that manufactures and sells medical devices in Brazil. Then, multiple case studies were carried out in hospitals to collect on-site needs related to the RL of medical devices. The identified needs were organised into seven categories. The results indicate that lack of agility in the RL process can lead to critical situations within hospitals (e.g., lack of equipment to use), as well as the creation of stressful situations for all stakeholders involved in the process.

Keywords: PSS; customer involvement; reverse logistics; RL; circular economy; participatory design; medical device; user behaviour; take back systems; users' needs.

DOI: 10.1504/IJPLM.2023.133601

International Journal of Product Lifecycle Management, 2023 Vol.15 No.1, pp.2 - 23

Received: 28 May 2022
Received in revised form: 11 Oct 2022
Accepted: 22 Nov 2022
Published online: 25 Sep 2023 *

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