Optimising performance of complex engineering artefacts, which are typically designed to have a useful life of several decades, becomes very difficult during in-service if lessons learnt are not used properly. The authors argue that performance of long-lived complex artefacts can be improved if adequate product in-service data is fed back to the early stages of the product life cycle. This paper discusses an inclusive life cycle approach to optimising product performance by using knowledge and experience gained during in-service. The problem is presented alongside a review of literature of relevant subject areas. A framework for in-service knowledge management is then presented and operationalised through an industrial case study. The framework is developed from the point of view of an integrated product and service provider. The findings from the case study demonstrate how in-service knowledge can be captured, fed back and reused for the design and manufacture stages of the product lifecycle. This enables designers to learn from in-service product performance by informing subsequent designs with in-service knowledge, and consequently improving the through-life product performance. 
A framework for optimising product performance through feedback and reuse of in-service experience