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Operations and Strategy Management > Product and service design > Flashcards

Product and service design Flashcards

1
Q

What is the S- shaped curve of innovation?

A

The S-curve of innovation is a graphical representation of how new products, services, or technologies are developed and adopted over time. It’s characterised by a non-linear adoption rate that’s slow at first, then rapidly increases, and finally flattens out. The curve is shaped like a horizontal “S”. When theres multiple S-shaped curves, this means there is a progressive introduction of new innovative ideas.

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2
Q

What is the Henderson-Clark model?

A

The Henderson-Clark model of innovation focuses specifically on products and makes a distinction between components and architecture. Loosely speaking, we can think of a product’s architecture as the physical or structural framework within which it is built. The model identifies four types of innovation based on whether the innovation affects a product’s components, architecture, or both. The 4 components are incremental innovation, Architectural innovation, Modular innovation and Radical innovation.

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3
Q

What is radical innovation?

A

Occurs when both a product’s components and architecture are significantly impacted by an innovation.

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4
Q

What is modular innovation?

A

Involves changing the design of a single component of a product, but not the relationship between that component and the rest of the product.

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5
Q

What is incremental innovation?

A

Involves modest changes to existing products or services over time. For example, iPhones and Fitbits.

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6
Q

What is architectural innovation?

A

Involves redesigning existing products to serve a new market. For example, desktop photocopiers, laptops, and GPS on smartphones.

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7
Q

What are the components of a basic system?

A
  • Control
  • Output
  • Mechanism
  • Input
  • process or function
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8
Q

What is the transport and service of goods?

A
  • Customer part of the input to the
    process
  • Intangible
  • Represented by tangible
  • Difficult to store
  • Customer needs to be present
  • High customer interaction
  • High degree of customisation
  • More personal
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9
Q

What are examples of the manufacture, transport, supply and service?

A
  • White goods
  • Bus, taxi
  • Shop
  • Restaurant, bank, post office
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10
Q

What is the nature and purpose of design activity?

A
  • Products, services and the
    processes which produce them
    all have to be designed.
  • Decisions taken during the
    design of a product or service
    will have an impact on the
    decisions taken during the
    design of the process which
    produces those products or
    services and vice versa.
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11
Q

What is the product design stage?

A
  • Product design – the process of defining all of the companies product characteristics
  • Product design must support product manufacturability
    (the ease with which a product can be made)
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12
Q

What does a design give and what does the customer want?

A
  • Appearance
  • Materials
  • Dimensions
  • Tolerance
  • Quality
  • Speed
  • Flexibility
  • Cost
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13
Q

What is product and service design?

A
  • Service design is unique in that the service and entire service concept are being designed Must define both the service and concept.
  • Physical elements, aesthetic & psychological benefits e.g. promptness, friendliness, ambience.
  • Product and service design must match the needs and preferences of the targeted customer group.
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14
Q

What does product design and process selection affects:

A
  • Product quality
  • Product cost
  • Customer satisfaction
  • Overall manufacturability – the ease with which the product can be made
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15
Q

What is Designed in a Product or Service?

A
  • Many operations produce a combination of products and services.
  • All products and services can be considered as having three aspects (think about starting a business):
  • A concept: the nature, use and value of product or service.
  • A package of products and services: provides those benefits defined in the concept.
  • The process: the way in which the products and services will be delivered.
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16
Q

What is Hutber’s law?

A
  • Hutber’s law is the cynical observation that “improvement means deterioration”. It’s a principle that’s often used in business, engineering, and risk analysis.
  • The law was coined in the 1970s by Patrick Hutber, a journalist and economist who was the City Editor for The Sunday Telegraph in London. Hutber’s view was that when a company says it’s “improving” its service, it usually means that it will be doing less for you, or charging you more, or both.
17
Q

What is customer benefit package?

A

CBP design and configuration choices revolve around a solid understanding of customer needs and target markets, and the value that customers place on attributes, such as:
- Time: reduce waiting time, be more responsive to customer needs.
- Place: select location for customer convenience.
- Information: provide product support, user manuals.
- Entertainment: enhance customer experience.
- Exchange: multiple channels used for purchases.
- Form: how well the physical characteristics of a product addresses customer needs.

18
Q

What is the decision aspect?

A
  • The product or service the organisation provides society.
  • Top organisations typically focus on core products.
  • Customers buy satisfaction, not just a physical product or particular service.
  • Fundamental to an organisation’s strategy with implications throughout the operations function.
19
Q

What is the diagram of the aspects of product and service design?

A

Marketing –> product or service design —> product or service specification –> Operations –> Product or service –> Customer –> Expectations.

20
Q

What are the stages of product/service design?

A
  • Concept generation
  • Concept screening
  • Preliminary design
  • Evaluation and improvement
  • Prototyping and final design: The concept, the package, the process.
21
Q

What is concept generation?

A

Is the process of creating ideas for designing a product based on the target specifications and requirements. This could be based on actions of competitors, ideas from R&D.

22
Q

What are the steps from form (Idea) to benefits (Concept)?

A

Form: The overall shape of the product or service.
Function: The way in which the product or service operates.
Purpose: The need the product or service is intended to satisfy.
Benefits: The advantages the product will bring to customers.

23
Q

What is the evaluation criteria of concept screening?

A
  • Feasibility.
  • Acceptability.
  • Vulnerability.
24
Q

What are the things to think about in the initial package design?

A
  • Specify the component of the package Example: telephone.
  • How the product will be made.
  • Simplification - reducing the number of parts, assemblies, or options in a product.
  • Standardisation - using commonly available and interchangeable parts.
  • Modular Design - combining standardised building blocks, or modules, to create unique finished products.
  • Design for Manufacture (DFM) - designing a product so that it can be produced easily and economically.
25
Q

Typically savings are made in areas such as:

A
  • Standardising hole sizes, to avoid tool changes.
  • Rationalising production operations, such as folding.
  • Standardising fastener sizes.
  • Using lighter materials in non-structural parts.
26
Q

How can savings be made within the design for manufacture?

A
  • Minimise the number of components.
  • Use standard commercially available components.
  • Use common parts across product lines.
  • Design for ease of part fabrication.
  • Design parts with tolerances that are within process capability.
  • Design the product to be foolproof during assembly.
  • Minimise use of flexible components.
  • Design for ease of assembly.
  • Use modular design.
  • Shape parts and products for ease of packaging.
  • Eliminate or reduce adjustment required.
27
Q

What are the ways of evaluating preliminary designs?

A
  • Quality function deployment (QFD).
  • Value engineering.
  • Quality engineering.
  • Taguchi methods.
28
Q

What is house of quality?

A

Deploying resources through the organisation in response to customer requirements.
- Customer requirements.
- Design features.
- Specific components.
- Production process.

29
Q

What is quality engineering?

A
  • Process of designing quality into a manufactured item based on a prediction of potential quality problems prior to production.
  • Failure-Mode-and-Effects-Analysis (FMEA) is a technique in which each component of a product is listed along with the way it may fail, the cause of failure, the effect or consequence of failure, and how it can be corrected by improving the design.
30
Q

What are the Taguchi methods?

A
  • Test robustness of design.
  • Brainstorm for eventualities.
  • Perform under extreme conditions
31
Q

What are prototypes?

A
  • Prototypes are needed so products and services can be tested.
  • Product prototypes include everything from clay models to computer simulations.
  • Service prototypes may also include computer simulations but also the actual implementation of the service on a pilot basis.
32
Q

What is service design?

A
  • Service typically includes direct interaction with the customer.
  • Increased opportunity for customisation.
  • Reduced productivity.
  • Cost and quality are still determined at the design stage.
  • Delay customisation.
  • Modularisation.
  • Reduce customer interaction, often through automation.
33
Q

What is concurrent arrangement?

A

A new design approach that involves simultaneous design of products and processes by design teams. It improves the quality of early design decisions.

34
Q

What is the role of technology in design?

A
  • Assists in creation, modification and analysis of a design.
  • Computer-aided engineering (CAE).
    Tests and analyses designs on a computer screen.
  • Computer aided manufacturing (CAM).
    Control of manufacturing machinery.
  • Computer-aided manufacturing (CAD/CAM).
    Ultimate design-to-manufacture connection.
  • Simulations
    Tests and analyses designs on a computer screen.
35
Q

What is ​ISO 14000: 2004

A
  • Family of standards related to environmental management.
  • Exists to help organisations:

a. minimise how their operations negatively affect the environment (i.e. cause adverse changes to air, water, or land).
b. comply with applicable laws, regulations, and other environmentally oriented requirements.
c. continually improve in the above.

36
Q

What are the guidelines to environmentally friendly designs?

A
  • Make products recyclable
  • Use recycled materials
  • Use less harmful ingredients
  • Use lighter components
  • Use less energy
  • Use less material

Operations and Strategy Management (5 decks)

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