Académique Documents
Professionnel Documents
Culture Documents
Product and
Service Design
Learning Objectives
Learning Objectives
Cost
Quality
Time-to-market
Customer satisfaction
Competitive advantage
4-4
4-5
4-6
Customer satisfaction
Understand what the customer wants
Secondary focus
Function of product/service
Cost/profit
Quality
Appearance
Ease of production/assembly
Ease of maintenance/service
4-7
Reduce productivity
Reduce quality
Increase costs
4-8
Ethical
Environmental
Pollution
Toxic materials
4-9
4-10
4-11
Figure 4.1
Saturation
Demand
Maturity
Decline
Growth
Introduction
Time
4-13
Standardization
Standardization
4-14
Advantages of Standardization
Fewer parts to deal with in inventory and
manufacturing
Design costs are generally lower
Reduced training costs and time
More routine purchasing, handling, and
inspection procedures
Quality is more consistent
4-15
Advantages of Standardization
Orders fillable from inventory
Opportunities for long production runs
and automation
Need for fewer parts justifies increased
expenditures on perfecting designs and
improving quality control procedures
4-16
Disadvantages of Standardization
Designs may be frozen with too many
imperfections remaining
High cost of design changes increases
resistance to improvements
Decreased variety results in less
consumer appeal
4-17
Mass Customization
Mass customization:
4-18
Delayed Differentiation
Delayed differentiation or
postponement
4-19
Modular Design
Modular design is a form of
standardization in which component parts
are subdivided into modules that are easily
replaced or interchanged. It allows:
4-20
Reliability
Reliability: The ability of a product, part, or
system to perform its intended function under a
prescribed set of conditions
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Improving Reliability
Component design
Production/assembly techniques
Testing
Redundancy/backup
Preventive maintenance procedures
User education
System design
4-22
Robust Design
Robust design: Design that results
in products or services that can
function over a broad range of
conditions
4-23
Taguchis Approach
Design a robust product
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Degree of Newness
1. Modification of an existing
product/service
2. Expansion of an existing product/service
3. Clone of a competitors product/service
4. New product/service
4-25
Cultural Differences
Multinational companies must take into
account cultural differences related to the
product design.
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4-27
Phases in Product
Development Process
1.
2.
3.
4.
5.
6.
7.
8.
9.
Idea generation
Feasibility analysis
Product specifications
Process specifications
Prototype development
Design review
Market test
Product introduction
Follow-up evaluation
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Idea Generation
Supply-chain based
Ideas
Competitor based
Research based
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Reverse Engineering
Reverse engineering is the
dismantling and inspecting
of a competitors product to
discover product improvements.
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4-32
Concurrent Engineering
Concurrent engineering
is the bringing together
of engineering design and
manufacturing personnel
early in the design phase.
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Computer-Aided Design
Computer-aided design (CAD) is
product design using computer graphics.
4-36
Production Requirements
4-37
Manufacturability
Manufacturability is the ease of
fabrication and/or assembly, which is
important for:
Cost
Productivity
Quality
4-38
Recycling
Recycling: recovering materials for
future use
Recycling reasons
Cost savings
Environment concerns
Environment regulations
4-39
Remanufacturing
Remanufacturing: Refurbishing used
products by replacing worn-out or defective
components.
Value Analysis
Examination of parts/materials to reduce cost
and improve product performance
Ask questions:
Cheaper parts/materials
Function necessary
Simplified part
Specifications relaxed
Substitution by non-standard parts
4-41
Component Commonality
Multiple products or product families that
have a high degree of similarity can share
components
Automakers using internal parts
Other benefits
QFD:
4-43
Correlation
matrix
Design
requirements
Customer
requirements
Relationship
matrix
Competitive
assessment
Specifications
or
target values
4-44
us
t.
Water resistance
oC
Accoust. Trans.
Window
Customer
Requirements
Easy to close
Check force
on level
ground
Energy needed
to open door
rta
nc
et
Door seal
resistance
Engineering
Characteristics
Energy needed
to close door
Im
po
X
X
Strong positive
Positive
Negative
Strong negative
Competitive evaluation
X = Us
A = Comp. A
B = Comp. B
(5 is best)
1 2 3 4
X AB
Easy to open
No road noise
Importance weighting
AB
XAB
A XB
X A
5
4
3
2
1
B
A
X
BA
X
B
A
X
B
X
A
BXA
3
Maintain
current level
2
Maintain
current level
9
Reduce energy
to 7.5 ft/lb.
6
Reduce force
to 9 lb.
6
Maintain
current level
Reduce energy
level to 7.5 ft/lb
10
Target values
Technical evaluation
(5 is best)
BA
X
Relationships:
Strong = 9
Medium = 3
Small = 1
Customer
erSatisfaction
Satisfaction
Custom
Kano
KanoModel
Model
Excitement
Excitement
Expected
Expected
Must
MustHave
Have
Customer
CustomerNeeds
Needs
Service Design
Service is an act
Service delivery system
Facilities
Processes
Skills
4-47
Service Design
Service design involves
4-48
Service Design
Service
Product bundle
Service package
Service Systems
Service systems range from those with little
or no customer contact to very high degree
of customer contact such as:
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4-53
Service Blueprinting
Service blueprinting
4-54
Prepare a flowchart
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Characteristics of Well-Designed
Service Systems
1.
2.
3.
4.
5.
6.
7.
8.
9.
Variable requirements
Difficult to describe
High customer contact
Service customer encounter
4-57
4-58
Operations Strategy
1. Increase emphasis on component
commonality
2. Package products and services
3. Employ multiple-use platforms
4. Consider tactics for mass
customization
5. Look for continual improvement
6. Shorten time to market
4-59
4-60