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Operations Management > Midterm-Service Design > Flashcards

Midterm-Service Design Flashcards

1
Q

ecery customer or item receives essentially the same service

A

standard service

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3
Q

Stages of Life Cycle

A

Introduction
Gowth
Maturity
Decline of a product

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5
Q

political, liability or legal

GSN

A
  • govt. changes
  • safety issues
  • new regulations
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6
Q

one department over the other

A

over the wall approach

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7
Q

concerns with the introduction, growth, maturity and decline of a product

A

Life Cycle

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9
Q

Competitive

NN

A
  • new and changed p or s

- new advertising or promotions

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12
Q

examniation if the function of parts and materials in an effort to reduce cost and improve performance

A

value analysis

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13
Q

Objectives of Product and Service Design

A
  • customer satisfaction
  • profit
  • quality
  • high tech appearance
  • secondary focus
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14
Q

Understanding what customer wants

A

customer satisfaction

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16
Q

product or service cost

A

Profit

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17
Q

central feature of taguchi’s approach

A

parameter design

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18
Q

Secondary Focus

A

Function, cost, potential profit

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19
Q

taking into account the capabilities of the org in designing goods and services

A

Designing for operations

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20
Q

Sources of idea generation

A

supply chain based
competitor based
research based

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21
Q

A product must be usable for its intended purpose

A

Merchantibility and fitness

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22
Q

alternatives must be weighed in terms of cost, availability of resources. profit potential and quality

A

process specs

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23
Q

Marketing Opportunities and Threats

PESTCC

A
  • political, liability or legal
  • economic
  • social and demographic
  • technological
  • competitive
  • cost or availability
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24
Q

Legal, Ethical, envi issues

A

Product liability

Merchan and fitness

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25
Q

bringing design and manufacturing engi people together early in design phase to simultaneously develop the product

A

concurrent engineering

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27
Q

products or services that can function over a broad range of conditions

A

robust design

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28
Q

quality of being fir

A

fitness

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30
Q

postponement tactic

A

delayed differentiation

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31
Q

purchasing competitors product and inspecting it, searching for eays to improve their own

A

reverse engineering

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32
Q

Technological

PP

A
  • product components

- processes

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35
Q

Absence of variety in a product, service or process

A

Standardization

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36
Q

organized efforts directed toward increasing scientific knowledge and product/process innovation

A

research and development

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37
Q

component parts are grouped into modules that are easily replaced or interchanged

A

Modular design

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38
Q

producing standardized goods or services, but incorporating degree of customization in final goods or services

A

mass customization

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39
Q

ability to perform its intended function under prescrive set of conditions

A

reliability

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40
Q

item doesnt perform as intended

A

failure

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41
Q

its easier to design a product that is insensitive to environmental factors

A

taguchi’s approach

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42
Q

failure happens when:(3)

A
  • not operate at all
  • substandard performance
  • unintended purpose
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43
Q

determining specifications settings that will result in robust design

A

Parameter design

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44
Q

work as a team

A

concurrent engineering

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45
Q

Degree of newness(4)

A
  1. modification of existing p/s
  2. expansion of an existinf product line or service offering
  3. Clone of competitor’s p/s
  4. New p/s
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46
Q

can result in diff. designs for diff. countries or regions

A

Cultural Differences

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48
Q

uses combined efforts of team of designers who work in diff. countries

A

Global product design

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49
Q

detailed descriptions of what is needed to meet or exceed customer wants

A

Prodcut specs

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50
Q

where product development begins

A

Idea generation

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54
Q

process specs: alternaatives must be weighed in terms of (4)

A

cost
availability of resources
profit potential
quality

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55
Q

make any necessary changes or abandon

A

design review

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56
Q

used to determine customer acceptance

A

Market test

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57
Q

if market test is unsuccessful, return to_____

A

design view phase

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58
Q

formulate cost targets

A

AFO

59
Q

the process that will be needed to produce the product.

A

process specs

60
Q

product designers that operates globally must take into account ________ in diff countries/region

A

cultural diff

61
Q

two ways to recycle

A

RM are used to produce the product

The product itself can be recycled

62
Q

promotion of product

A

product introduction

63
Q

a company that designs and builds a product based on its own specs and then sells it to another company for branding

A

Orig equipment manufacturer

64
Q

determine if changes are needed and refine forecasts

A

follow up evaluation

65
Q

Supply chain based sources (5)

A

suppliers, distributors, employees, maintenance, repair personnel

66
Q

Classes of research

A

basic
applied
development

67
Q

customers input can be obtained thru (4)

A

surveys
focus group
complaints
unsolicited suggestions

68
Q

one of the greatest motivators for new and improved p/s

A

competitor based

69
Q

converts the result of applied research into useful commercial applications

A

development

71
Q

developing time and cost

A

profit

72
Q

translate customer wants and needs into p&s requirements

develop new p&s

formulate quality goals

construct and test prototypes

A

MO

73
Q

Designing for manufacturing (5)

A 
concurrent engineering
computer aided design
recycling
remanufacturing
components commonality
74
Q

Economic

LEN

A
  • low demand
  • Excessive warranty claims
  • need to reduce cost
75
Q

Advantages of concurrent engineering(3)

A

MP are able to identify production capabilities&capacities
Early consideration id technical feasibilty of particular design
Emphasis in problem resolution

76
Q

Disadvantages of concurrent engineering

A

needs extra communication and flexibility

boundaries bet design and man. is diff to overcome

77
Q

designer can modify an existinf design or create new ine in a monitor

A

computer aided design

78
Q

benefits of CAD (3)

A

increase prod of designers

can supple needed info in product geometry and dimensions

allows designerd to perform engi

79
Q

simultaneous development approach

A

concurrent engineering

80
Q

Production Requirments(3)

A

Design for manufacturing
Design for assembly
Manufacturability

81
Q

design the products that are compatible with an orgs capabilities

A

design for manufacturing

82
Q

focuses on reducing the number of parts in a product and on assembly methods

A

design for assembly

83
Q

ease of fabrication

A

manufacturability

84
Q

facilitates recovery of materials and components in used products for reuse

A

design for recycling

85
Q

refurbishing used products by replacinf worn-out or defective componentns and reselling the prod

A

remanufacturing

86
Q

using fewer parts and less materials and using snap-fits

A

design fir dissasembly

87
Q

products and services have high degree of similarity of features and components

A

components commonality

88
Q

what does product and service design do?(7)

A
  • 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
89
Q

refine existing p&s

A

M

90
Q

listening to and understanding the customer

A

centeal feature of quality function dep

91
Q

where structure of QFD is based

A

set of matrices

92
Q

fertile for achieving competitive advantage and/ir increasing customer satisfaction

A

product and service design

93
Q

characteristic that gives basic level of satisfaction

A

must have

94
Q

characteristic that makes steady increase in customer satisfaction

A

expected

95
Q

charactersitic that gives disproportionate increase

A

excitement

96
Q

an act, something that is done to or for a customer

A

service

97
Q

includes facilities, processes and skills needed to provide the service

A

service delivery system

98
Q

combination of goods and services provided to a customer

A

product bundle

99
Q

essential/core features of a service

A

explicit services

100
Q

ancillary/extra features

A

implicit services

101
Q

2 key issues in service design

A

degree of variation in service req

degree if customer contact and customer involvment

102
Q

cannot be inventories

A

service

103
Q

generally tangible

A

product

104
Q

created and delivered at the same time

A

service

105
Q

creates waiting lines or idle service resources

A

demand variability

106
Q

understanding customer expirience

A

customer perspective

107
Q

focusing how to maintain control over service delivery to achieve customer satisfaction

A

customer pers

108
Q

method used in service design to descrive and analyze a proposed service

A

service blueprintinf

109
Q

sample products

A

prototype

112
Q

market analysis, economic analysis and technical analysis

A

feasibility analysis

117
Q

set of conditions which an item’s reliability is specified. temp humidity

A

normal operating conditions

118
Q

Cost or Availability

RCL

A
  • raw materials
  • components
  • labor
120
Q

Phases in Product design and development

A 
Idea Generation
Feasibility Analysis
Prod specifications
Process specifications
prototype dev
design review
market test
product introduction
follow-up evaluation
121
Q

one or few units are made to see if there are any problems with product or process cpecs

A

prototype development

122
Q

responsibility of a manufacturer for injuries or damages caused by faulty product

A

Product liability

127
Q

advancing the state of knowledge about subj, without any near term expectation of commercial applicatilns

A

basic research

128
Q

objective is to achieve commercial applications

A

applied research

135
Q

overall measure of design effectiveness

A

Profit

138
Q

Social and demographic

AP

A
  • Aging baby boomers

- Population shifts

144
Q

producing but not quite completing

A

delayed differentiation

152
Q

Large quantities of identical items

A

Standardized products

156
Q

one noted for particular quality

A

Merchant

173
Q

time interval bet design and profit

A

Profit

Operations Management (6 decks)

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