Design of Goods and Services

Question 1

Common aspects of goods and services

Answer 1

Concept → sets benefits ( in the components) that aim to meet the needs and desires of customers

Package → components that will promote the benefits defined in the concept.

Process → means by which the operation produces a package of goods and services

Question 2

Quality Function Deployment

Answer 2

Identify customer wants
identify how the good/ service will satisfy customers
relate customer wants to products hows
Identify relationships between the firm’s hows
develop importance ratings
evaluate competing products

Question 3

Value Engineering - Benefits

Answer 3

Reduced complexity of products
additional standardization of products
improved functional aspects of product
improved job design and job safety
improved maintainability of the product
robust design

Question 4

Benchmarking

Answer 4

those of our competitors or those of companies recognized as leaders, regardless of the sector in which they compete

Question 5

Benchmarking involves…

Answer 5

Know what are the critical competencies or processes to compete in the present and in the future
Find out who is the best in these processes, regardless of the sector in which you compete
Know in depth how it has managed to achieve this level of excellen

Question 6

Benchmarking benefits

Answer 6

Knowledge and application of best practices, regardless of the sector
it is a search for the best way, rather than “reinventing the wheel”
improvement of our competitive position
setting challenging and ambitious but realistic goals and objectives
increase value creation

Question 7

Process Improvement

Answer 7

Can come in two ways that are not exclusive but complementary :

Demanding circle or PDCA cycle → Change aspects of the existing process : eliminate or modify activities that add little or no value.

Business process reengineering (BPR) → The practice of rethinking and redesigning the way work is done to better support an organization’s mission and reduce costs.

Question 8

PDCA - Continuous improvement

Answer 8

Act
plan
do
check

Question 9

A project Includes…

Answer 9

Identify customer requirements

Address the various needs, concerns, and expectations (problems) of stakeholders

Establish and maintain active, effective and collaborative communication between stakeholders
manage stakeholders to meet project requirements and generate the products and processes demanded.

Balance project constraints : scope, quality, schedule, budget, resources, and risks.