Product and Service Design

Chapter 4

Stevenson

Introduction

Products and services - essence of an organization

Obvious link between design of products and services and the success of an organization

P/S main concern of customers

Judge the organization

Introduction

Quality is affected by the:

design

conformance to design

manufacturability

Design affects cost

materials

labor

equipment

Reasons for design

Competition

Growth and profits

Avoid downsizing

Quality

Cost reductions

Redesign of P/S

Complaints

Accidents or injuries

Warranty claims

Low demand

Cost reduction

Labor

Materials

Remanufacturing

Trends in design

Emphasis on:

Customer satisfaction

Time to market reduction

Production time reduction

Organization’s capabilities

Environmental concerns

User friendly demands

Material reduction

Remain competitive

Objectives of design

Customer satisfaction & profit

Design for manufacturing

Design for operations

Design process

Motivation - sources of ideas

Customer

Marketing

Competitors

Forecasts

Reverse engineering

Dismantle & inspect competitors products

Search for best-in-class

Manufacturability

Can the product be designed so that it is manufactured more efficiently?

Facilitate fabrication

Cost

Productivity

Quality

Regulations & laws

Product liability - liable for injuries or damages caused by:

Faulty product due to:

Poor workmanship

Poor design

Uniform Commercial Code

Implication of usability for intended purpose

R & D

Increase knowledge and innovation

Basic research

Applied research

Development

Process and product research

Design for response research

Standardization

Absence of variety

Implication - every customer wants it that way

Interchangeable parts essential component of standardization

Standardization

Fewer parts

Reduced training costs

Routine purchasing & handling

Design frozen

Cost of design changes increases

Decreased variety

Product design

Product life cycles

Robust design

Concurrent engineering

Computer-Aided-Design

Modular design

Product Life Cycle

Over the Wall

Service Design

Customer contact, the process is the service, must included process design

Focus on intangible factors

Training, process design, customer relations

Services cannot be inventoried

Highly visible to customers

Low barriers to entry and exit

Location an important factor

Service vs product

Service Blueprints

Flow chart of the service

Identify steps involved in the process

Identify potential failure points

Quality Function Deployment

Structure approach for integrating the voice of the customer in a product or service

Requirements translated into technical terms/capabilities

Matrix of technical requirements and customer requirements