Midterm-Service Design Flashcards
ecery customer or item receives essentially the same service
standard service
Stages of Life Cycle
Introduction
Gowth
Maturity
Decline of a product
political, liability or legal
GSN
- govt. changes
- safety issues
- new regulations
one department over the other
over the wall approach
concerns with the introduction, growth, maturity and decline of a product
Life Cycle
Competitive
NN
- new and changed p or s
- new advertising or promotions
examniation if the function of parts and materials in an effort to reduce cost and improve performance
value analysis
Objectives of Product and Service Design
- customer satisfaction
- profit
- quality
- high tech appearance
- secondary focus
Understanding what customer wants
customer satisfaction
product or service cost
Profit
central feature of taguchi’s approach
parameter design
Secondary Focus
Function, cost, potential profit
taking into account the capabilities of the org in designing goods and services
Designing for operations
Sources of idea generation
supply chain based
competitor based
research based
A product must be usable for its intended purpose
Merchantibility and fitness
alternatives must be weighed in terms of cost, availability of resources. profit potential and quality
process specs
Marketing Opportunities and Threats
PESTCC
- political, liability or legal
- economic
- social and demographic
- technological
- competitive
- cost or availability
Legal, Ethical, envi issues
Product liability
Merchan and fitness
bringing design and manufacturing engi people together early in design phase to simultaneously develop the product
concurrent engineering
products or services that can function over a broad range of conditions
robust design
quality of being fir
fitness
postponement tactic
delayed differentiation
purchasing competitors product and inspecting it, searching for eays to improve their own
reverse engineering
Technological
PP
- product components
- processes
Absence of variety in a product, service or process
Standardization
organized efforts directed toward increasing scientific knowledge and product/process innovation
research and development
component parts are grouped into modules that are easily replaced or interchanged
Modular design
producing standardized goods or services, but incorporating degree of customization in final goods or services
mass customization
ability to perform its intended function under prescrive set of conditions
reliability
item doesnt perform as intended
failure
its easier to design a product that is insensitive to environmental factors
taguchi’s approach
failure happens when:(3)
- not operate at all
- substandard performance
- unintended purpose
determining specifications settings that will result in robust design
Parameter design
work as a team
concurrent engineering
Degree of newness(4)
- modification of existing p/s
- expansion of an existinf product line or service offering
- Clone of competitor’s p/s
- New p/s
can result in diff. designs for diff. countries or regions
Cultural Differences
uses combined efforts of team of designers who work in diff. countries
Global product design
detailed descriptions of what is needed to meet or exceed customer wants
Prodcut specs
where product development begins
Idea generation
process specs: alternaatives must be weighed in terms of (4)
cost
availability of resources
profit potential
quality
make any necessary changes or abandon
design review
used to determine customer acceptance
Market test
if market test is unsuccessful, return to_____
design view phase
formulate cost targets
AFO
the process that will be needed to produce the product.
process specs
product designers that operates globally must take into account ________ in diff countries/region
cultural diff
two ways to recycle
RM are used to produce the product
The product itself can be recycled
promotion of product
product introduction
a company that designs and builds a product based on its own specs and then sells it to another company for branding
Orig equipment manufacturer
determine if changes are needed and refine forecasts
follow up evaluation
Supply chain based sources (5)
suppliers, distributors, employees, maintenance, repair personnel
Classes of research
basic
applied
development
customers input can be obtained thru (4)
surveys
focus group
complaints
unsolicited suggestions
one of the greatest motivators for new and improved p/s
competitor based
converts the result of applied research into useful commercial applications
development
developing time and cost
profit
translate customer wants and needs into p&s requirements
develop new p&s
formulate quality goals
construct and test prototypes
MO
Designing for manufacturing (5)
concurrent engineering computer aided design recycling remanufacturing components commonality
Economic
LEN
- low demand
- Excessive warranty claims
- need to reduce cost
Advantages of concurrent engineering(3)
MP are able to identify production capabilities&capacities
Early consideration id technical feasibilty of particular design
Emphasis in problem resolution
Disadvantages of concurrent engineering
needs extra communication and flexibility
boundaries bet design and man. is diff to overcome
designer can modify an existinf design or create new ine in a monitor
computer aided design
benefits of CAD (3)
increase prod of designers
can supple needed info in product geometry and dimensions
allows designerd to perform engi
simultaneous development approach
concurrent engineering
Production Requirments(3)
Design for manufacturing
Design for assembly
Manufacturability
design the products that are compatible with an orgs capabilities
design for manufacturing
focuses on reducing the number of parts in a product and on assembly methods
design for assembly
ease of fabrication
manufacturability
facilitates recovery of materials and components in used products for reuse
design for recycling
refurbishing used products by replacinf worn-out or defective componentns and reselling the prod
remanufacturing
using fewer parts and less materials and using snap-fits
design fir dissasembly
products and services have high degree of similarity of features and components
components commonality
what does product and service design do?(7)
- refine existing p&s
- translate customer wants and need into p&s requirements
- develop new p&s
- formulate quality goals
- construct and test prototypes
- formulate cost targets
- document specifiactions
refine existing p&s
M
listening to and understanding the customer
centeal feature of quality function dep
where structure of QFD is based
set of matrices
fertile for achieving competitive advantage and/ir increasing customer satisfaction
product and service design
characteristic that gives basic level of satisfaction
must have
characteristic that makes steady increase in customer satisfaction
expected
charactersitic that gives disproportionate increase
excitement
an act, something that is done to or for a customer
service
includes facilities, processes and skills needed to provide the service
service delivery system
combination of goods and services provided to a customer
product bundle
essential/core features of a service
explicit services
ancillary/extra features
implicit services
2 key issues in service design
degree of variation in service req
degree if customer contact and customer involvment
cannot be inventories
service
generally tangible
product
created and delivered at the same time
service
creates waiting lines or idle service resources
demand variability
understanding customer expirience
customer perspective
focusing how to maintain control over service delivery to achieve customer satisfaction
customer pers
method used in service design to descrive and analyze a proposed service
service blueprintinf
sample products
prototype
market analysis, economic analysis and technical analysis
feasibility analysis
set of conditions which an item’s reliability is specified. temp humidity
normal operating conditions
Cost or Availability
RCL
- raw materials
- components
- labor
Phases in Product design and development
Idea Generation Feasibility Analysis Prod specifications Process specifications prototype dev design review market test product introduction follow-up evaluation
one or few units are made to see if there are any problems with product or process cpecs
prototype development
responsibility of a manufacturer for injuries or damages caused by faulty product
Product liability
advancing the state of knowledge about subj, without any near term expectation of commercial applicatilns
basic research
objective is to achieve commercial applications
applied research
overall measure of design effectiveness
Profit
Social and demographic
AP
- Aging baby boomers
- Population shifts
producing but not quite completing
delayed differentiation
Large quantities of identical items
Standardized products
one noted for particular quality
Merchant
time interval bet design and profit
Profit
