Chpt 4 & 5 Flashcards
Product and Service Design
What are the benefits of new products and services for a company?
They enhance a company’s image, invigorate employees, and help a firm to grow and prosper.
What is the first step in the design process?
Ideas formulated into a product concept.
What follows a feasibility study in the design process?
Development and testing prototype designs based on provided performance specs.
What is concurrent design?
The simultaneous design of products and processes by design teams.
What are the three types of concurrent design?
- Form design
- Functional design
- Production design.
What does form design refer to?
The physical appearance of a product.
What aspects are included in form design?
Aesthetics such as image, market appeal, and personal identification.
What is functional design concerned with?
Functional design is concerned with how the product performs.
What are the three performance characteristics considered in functional design?
- Reliability
- Maintainability
- Usability.
What does production design focus on?
How the product will be made.
What is computer-aided design (CAD)?
Assists in the creation, modification, and analysis of a design.
What technologies are related to CAD?
- Computer-aided engineering (CAE)
- Computer-aided manufacturing (CAM)
- Collaborative product design (CPD)
What is failure mode and effects analysis (FMEA)?
A systematic approach to analyzing the causes and effects of product failures.
What is fault tree analysis (FTA)?
FTA is a visual method of analyzing the interrelationships among failures.
What is value analysis in product design?
Aims to eliminate unnecessary features and functions
What does design for environment (DFE) involve?
Designing products from recycled material, reducing hazardous chemicals, and minimizing unnecessary packaging.
What is quality function deployment (QFD)?
QFD translates the voice of the customer into technical design requirements, and customer requirements into product-design characteristics.
What are the six sections of the house of quality?
- Customer requirements
- Competitive assessment
- Design characteristics
- Relationship matrix
- Trade-off matrix
- Target values
What is benchmarking?
The process of comparing a product or process against the best-in-class product
What is a carbon footprint?
A measure of greenhouse gases.
What is collaborative product design (CPD)?
A software system for collaborative design and development among trading partners.
What is computer-aided manufacturing (CAM)?
The ultimate design-to-manufacture connection.
What is computer-aided engineering (CAE)?
A software system that tests and analyzes designs on the computer screen.
What is design for manufacture (DFM)?
The process of designing a product so that it can be produced easily and economically.
What is design for supply chain (DFSC)?
The process of designing the supply chain to balance inventory, freight charges, and production costs.
What is extended producer responsibility (EPR)?
A concept that holds companies responsible for their product even after its useful life.
What is maintainability?
The ease with which a product is maintained or repaired.
What is modular design?
The process that combines standardized building blocks, or modules, to create unique finished products.
What is a perceptual map?
A visual method for comparing customer perceptions of different products or services.
What is product life cycle management (PLM)?
A system for managing the entire life cycle of a product.
What is robust design?
A process that yields a product or a service designed to withstand variations.
What is simplification in products?
The attempt to reduce the number of parts, assemblies, or options in a product.
What is standardization?
The process in which commonly available and interchangeable parts are used.
What is sustainability?
The ability to meet present needs without compromising future generations
What are tolerances?
The allowable ranges of variation.
What is usability?
The ease of use of a product or service
What are services?
Services are acts, deeds, performances, or relationships that produce time, place, form, or psychological utilities for customers
How do services differ from goods?
Services are intangible and perishable, created and consumed simultaneously, while goods are tangible objects that can be created, sold, and used later
Name characteristics that differ services from products?
The eight characteristics are:
1. intangibility
2. variability in output,
3. more customer contact, 4. perishability,
4. inseparability,
5. higher consumption than products,
6. easily emulated,
7. tendency to be decentralized
8. geographically dispersed.
What are the key aspects of the service design process?
Developing a service concept, defining the service package, and determining performance, design, and delivery.
How does customer/service provider contact affect service design?
How individual services are designed and delivered.
What tools are used for service design?
Blueprints, servicescapes, service scripts, and waiting line analysis.
What is service blueprinting?
The process of recording in graphical form the activities and interactions in a service process.
What are servicescapes?
Provide physical cues to service quality and include the design of the space, ambient conditions, and signs, symbols, and artifacts.
Why is waiting line analysis important in service?
Because waiting is integral to many service-related operations.
What is queuing theory?
A field of study that uses mathematical formulas to analyze waiting lines.
What is the arrival rate?
The frequency at which customers arrive at a waiting line (Poisson distribution)
What is a calling population?
Source of customers, which can be infinite or finite.
What are channels in the context of service?
of parallel servers for servicing customers.
What is a finite queue?
A queue whose length is limited.
What is queue discipline?
The order in which customers are served (first-come, first-served)
What are goods?
Tangible objects.
What is an infinite queue?
An infinite queue is a queue that can be of any length.
What is service time?
The time required to serve customers, most frequently described by a negative exponential distribution.
What is poisson distribution?
A probability distribution that is used to show how many times an event is likely to occur over a specified period
