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PRODUCT & SERVICE DESIGN Flashcards

1
Q

What are the functions of Product and Service Design?

A
  1. Translate customer wants and needs into product and service requirements.
  2. Refine existing products and services
  3. Develop new products and services
  4. Formulate quality goals
  5. Formulate cost targets
  6. Construct and test prototypes
  7. Document specifications
  8. Translate product and service specifications into process specifications
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2
Q

Reasons for Product and Service Design (Redesign)

A

Economic
Social and Demographic
Political, liability, or legal
Competition
Cost or availability
Technological

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3
Q

Low demand, excessive warranty claims, cost reduction

A

ECONOMIC

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4
Q

Aging demographics, population shifts

A

SOCIAL & DEMOGRAPHIC

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5
Q

Safety issues, new regulations.

A

Political, liability, or legal

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6
Q

New or changed products or services, new advertising/promotions

A

Competition

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7
Q

Raw materials, components, labor

A

Cost or availability

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8
Q

In product components, processes

A

Technological

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9
Q

Organized efforts to increase scientific
knowledge or product innovation

A

Research and Development (R&D)

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10
Q

IDEA GENERATION/ R&D

A

Research
Applied research
Development

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11
Q

Factors to take into account

A

● Legal and Ethical
● Human Factors
● Cultural Factors
● Environmental Factors

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12
Q

The assessment of the environmental impact of a product or service throughout its useful life.

A

Cradle to Grave Assessment

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13
Q

Reduces the dumping of products and business equipment particularly electronic equipment in
landfills and in incinerators.

A

End-of-Life Programs

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14
Q

Sustainability in Product and Service Design

A

Cradle to Grave Assessment
End-of-Life Programs
Reduce-Reuse-Recycle

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15
Q

Examination of the function of parts and materials in an effort to reduce cost and or improve product performance.

A

(REDUCE) Value Analysis

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16
Q

Refurbishing used products by replacing worn-out or defective
components and re-selling the products.

A

(REUSE) Re-manufacturing

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17
Q

The modification of wrongly manufactured parts that still can be
re-designed for a certain purpose.

A

Re-working

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18
Q

Recovering materials for future use

A

Recycling

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19
Q

Recycling is commonly used for

A

1.
Cost Savings
2.
Environmental Concerns
3.
Environmental Regulations

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20
Q

Product Life-cycle Management

A

Introduction, Growth, Maturity, and Decline

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21
Q

Extent to which a product, service, or process lacks variety
○
Introduced by Henry Ford in his Model T Series

A

Degree of Standardization

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22
Q

A strategy for producing standardized goods with a degree of
customization

A

Mass Customization

23
Q

Introduced by the Toyota Production Systems

A

Mass Customization

24
Q

The process of producing but not quite completing a product or
service until customer preferences are known

A

Delayed Differentation

25
A form of standardization in which components are grouped into modules for interchangeability
Modular Design
26
The ability of a product, part, or system to perform under its identified function under a set of prescribed conditions.
Reliability
27
To improve reliability
Improve component design ■ Improve production techniques ■ Improve testing ■ Use back-ups ■ Improve preventive maintenance ■ Improve user education ■ Improve system design
28
Design that results in products or services that can function over a broad range of conditions.
Robust Design
29
Is a structured approach for integrating the “voice of the customer” into both the product and service development process
Quality Function Deployment
30
The purpose is to ensure that customer requirements are factored into every aspect of the process
Quality Function Deployment
31
Proposes different categories of quality and posited that understanding them would better position designers to assess and address quality needs.
Kano model
32
A perspective on customer perceptions of quality different from the traditional view that “more is better.”
Kano model
33
Entails market analysis, economic analysis, and technical analysis
Feasibility Analysis
34
Involves with the detailed descriptions of what is needed to meet customer needs
Product Specifications
35
Specifications should be weighted in terms of cost, availability of resources, profit potential, and quality.
Process Specifications
36
Minimal units are made to see if there are any problems with the product or process specifications
Prototype Development
37
In this stage, necessary changes are made to optimize the product
Design Review
38
Used to determine the extent of consumer acceptance
Market Test
39
The new product is launched and promoted.
Product Introduction
40
Based on feedback, changes on the product might be made
Follow up evaluation
41
Bringing design and manufacturing personnel together in the early stages of the design phase.
Concurrent Engineering
42
the activity of planning and arranging people, infrastructure, communication and material components of a service in order to improve its quality, and the interaction between the service provider and its users.
Service Design
43
something that is done to or for a customer
Service
44
The facilities, processes and skills needed to provide a service.
Service Delivery System
45
This centers on creating tangible or digital objects. It's about developing physical or software-based products that serve a specific purpose. ● The emphasis is on functionality, aesthetics, and the physical or digital properties of the item. ● It involves considerations like manufacturing, materials, and the product's lifecycle. ● Essentially, product design is about creating "things" that people can use.
Product Design
46
This focuses on creating and optimizing the overall experience of a service. It's about designing the interactions between a service provider and its customers. ● The emphasis is on the customer journey, touchpoints, and the quality of the interaction. ● It involves considering people, processes, and the environment in which the service is delivered. ● Essentially, service design is about creating positive and efficient experiences.
Service Design
47
The service system should align with the overall goals and mission of the organization. If a company prioritizes speed, the service system should be designed to facilitate quick service delivery.
Consistency with Organizational Strategy:
48
The system should be easy for customers to navigate and understand. This includes instructions chuchu
User Friendliness
49
A well-designed service system can handle variations in demand, resource availability, and customer expectations. It should be able to adapt to unexpected situations.
Robustness
50
The system should be designed for long-term viability. This includes ensuring that it can be maintained and improved over time
Sustainability
51
Seamless communication and coordination between front-office (customer-facing) and back-office (support) operations are crucial. This ensures that customers receive consistent and efficient service.
Effective Front and Back Office Linkages:
52
The system should be designed to minimize costs while maintaining quality. This involves optimizing resource utilization and streamlining processes.
Cost effectiveness
53
Customers should be able to clearly see the value they are receiving from the service. This can be achieved through clear communication and demonstrable result
Visible Value
54

CBMEC (5 decks)

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