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Product and
Service Design
Product and Service Design
4-2
Product or Service Design Activities
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
4-3
Reasons for Product or Service
Design
Economic
Social and demographic
Political, liability, or legal
Competitive
Cost or availability
Technological
4-4
Objectives of Product and
Service Design
Main focus
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
4-5
Designing For Operations
Taking into account the capabilities of
the organization in designing goods
and services.
Failure to take this into account can:
Reduce productivity
Reduce quality
Increase costs
4-6
Legal, Ethical, and Environmental
Issues
Legal
FDA, OSHA
Product liability
Uniform commercial code
Ethical
Releasing products with defects
Environmental
EPA
4-7
Regulations & Legal Considerations
Product Liability - A manufacturer is liable
for any injuries or damages caused by a
faulty product.
Uniform Commercial Code - Products carry
an implication of merchantability and
fitness.
4-8
Designers Adhere to Guidelines
Produce designs that are consistant with
the goals of the company
Give customers the value they expect
Make health and safety a primary
concern
Consider potential harm to the
environment
4-9
Other Issues in Product and
Service Design
Product/service life cycles
How much standardization
Mass customization
Product/service reliability
Robust design
Degree of newness
Cultural differences
4-10
Life Cycles of Products or Services
Figure 4.1
Saturation
Maturity
Demand
Decline
Growth
Introduction
Time
4-11
Standardization
Standardization
Extent to which there is an absence of
variety in a product, service or process
Standardized products are immediately
available to customers
4-12
Advantages of Standardization
Fewer parts to deal with in inventory &
manufacturing
Design costs are generally lower
Reduced training costs and time
More routine purchasing, handling, and
inspection procedures
Quality is more consistent
4-13
Advantages of Standardization
(Cont’d)
4-14
Disadvantages of Standardization
4-15
Mass Customization
• Mass customization:
A strategy of producing standardized
goods or services, but incorporating some
degree degree of customization
Delayed differentiation
Modular design
4-16
Delayed Differentiation
• Delayed differentiation is a
postponement tactic
Producing but not quite completing a
product or service until customer
preferences or specifications are known
4-17
Modular Design
4-18
Reliability
4-19
Improving Reliability
• Component design
• Production/assembly techniques
• Testing
• Redundancy/backup
• Preventive maintenance procedures
• User education
• System design
4-20
Product Design
4-21
Robust Design
4-22
Taguchi Approach Robust Design
Design a robust product
Insensitive to environmental factors either in
manufacturing or in use.
Central feature is Parameter Design.
Determines:
factors that are controllable and those not
controllable
their optimal levels relative to major product
advances
4-23
Degree of Newness
1.Modification of an existing
product/service
2.Expansion of an existing product/service
3.Clone of a competitor’s product/service
4.New product/service
4-24
Degree of Design Change
Table 4.3
4-25
Cultural Differences
Multinational companies must take into
account cultural differences related to the
product design.
Notable failures:
Chevy Nova in Mexico
Ikea beds in U.S.
4-26
Global Product Design
Virtual teams
Uses combined efforts of a team of designers
working in different countries
Provides a range of comparative advantages
over traditional teams such as:
Engaging the best human resources around the world
Possibly operating on a 24-hr basis
Global customer needs assessment
Global design can increase marketability
4-27
Phases in Product Development
Process
1. Idea generation
2. Feasibility analysis
3. Product specifications
4. Process specifications
5. Prototype development
6. Design review
7. Market test
8. Product introduction
9. Follow-up evaluation
4-28
Idea Generation
Research based
4-29
Reverse Engineering
4-30
Research & Development (R&D)
Organized efforts to increase scientific
knowledge or product innovation & may
involve:
Basic Research advances knowledge about
a subject without near-term expectations of
commercial applications.
Applied Research achieves commercial
applications.
Development converts results of applied
research into commercial applications.
4-31
Manufacturability
4-32
Designing for Manufacturing
Beyond the overall objective to achieve
customer satisfaction while making a
reasonable profit is:
Design for Manufacturing(DFM)
The designers’ consideration of the
organization’s manufacturing capabilities
when designing a product.
The more general term design for
operations encompasses services as well
as manufacturing
4-33
Concurrent Engineering
Concurrent engineering
is the bringing together
of engineering design and
manufacturing personnel
early in the design phase.
4-34
Computer-Aided Design
Computer-Aided Design (CAD) is
product design using computer graphics.
increases productivity of designers, 3 to 10
times
creates a database for manufacturing
information on product specifications
provides possibility of engineering and cost
analysis on proposed designs
4-35
Product design
4-36
Recycling
4-37
Remanufacturing
Remanufacturing: Refurbishing used
products by replacing worn-out or defective
components.
Remanufactured products can be sold for 50% of
the cost of a new producer
Remanufacturing can use unskilled labor
Some governments require manufacturers to
take back used products
Design for Disassembly (DFD): Designing
products so that they can be easily taken
apart.
4-38
Component Commonality
Multiple products or product families that
have a high degree of similarity can share
components
Automakers using internal parts
Engines and transmissions
Water pumps
Etc.
Other benefits
Reduced training for assemble and installation
Reduced repair time and costs
4-39
Quality Function Deployment
Quality Function Deployment
Voice of the customer
House of quality
4-40
The House of Quality
Figure 4.3
Correlation
matrix
Design
requirements
Customer
Relationship Competitive
require-
matrix assessment
ments
Specifications
or
target values
4-41
House of Quality Example
Figure 4.4
Correlation:
X Strong positive
Positive
X X
X X X Negative
Strong negative
Water resistance
*
Accoust. Trans.
Energy needed
Energy needed
Im
to close door
Engineering
to open door
Check force
po
resistance
Competitive evaluation
Door seal
rta Characteristics
Window
X = Us
on level
nc
ground
A = Comp. A
e to B = Comp. B
Customer Cu (5 is best)
Requirements st. 1 2 3 4 5
X AB
Easy to close 7
Stays open on a hill X AB
5
Easy to open 3 XAB
A XB
Doesn’t leak in rain 3
No road noise 2 X A B
Strong = 9
Reduce energy
Reduce energy
Reduce force
current level
current level
current level
to 7.5 ft/lb.
Medium = 3
Target values
Maintain
Maintain
Maintain
Small = 1
to 9 lb.
5 B
BA BA
B B BXA X
Technical evaluation 4
A
X
A X
3
(5 is best) 2 X
X A
1
4-42
Service Design
Service is an act
Service delivery system
Facilities
Processes
Skills
Many services are bundled with products
4-43
Service Design
4-44
Service Design
Service
Something that is done to or for a customer
Service delivery system
The facilities, processes, and skills needed to
provide a service
Product bundle
The combination of goods and services
provided to a customer
Service package
The physical resources needed to perform
the service
4-45
Differences Between Product
and Service Design
Tangible – intangible
Services created and delivered at the same
time
Services cannot be inventoried
Services highly visible to customers
Services have low barrier to entry
Location important to service
Range of service systems
Demand variability
4-46
Service Systems
Service systems range from those with little
or no customer contact to very high degree
of customer contact such as:
Insulated technical core (software development)
Production line (automatic car wash)
Personalized service (hair cut, medical service)
Consumer participation (diet program)
Self service (supermarket)
4-47
Service Demand Variability
Demand variability creates waiting lines and
idle service resources
Service design perspectives:
Cost and efficiency perspective
Customer perspective
Customer participation makes quality and
demand variability hard to manage
Attempts to achieve high efficiency may
depersonalize service and change
customer’s perception of quality
4-48
Phases in Service Design
1.Conceptualize
2.Identify service package components
3.Determine performance specifications
4.Translate performance specifications
into design specifications
5.Translate design specifications into
delivery specifications
4-49
Service Blueprinting
Service blueprinting
A method used in service design to describe
and analyze a proposed service
A useful tool for conceptualizing a service
delivery system
4-50
Major Steps in Service
Blueprinting
1. Establish boundaries
2. Identify sequence of customer
interactions
• Prepare a flowchart
3. Develop time estimates
4. Identify potential failure points
4-51
Characteristics of Well Designed
Service Systems
1. Consistent with the organization mission
2. User friendly
3. Robust
4. Easy to sustain
5. Cost effective
6. Value to customers
7. Effective linkages between back operations
8. Single unifying theme
9. Ensure reliability and high quality
4-52
Challenges of Service Design
1. Variable requirements
2. Difficult to describe
3. High customer contact
4. Service – customer encounter
4-53
Guidelines for Successful Service
Design
1. Define the service package
2. Focus on customer’s perspective
3. Consider image of the service package
4. Recognize that designer’s perspective is different
from the customer’s perspective
5. Make sure that managers are involved
6. Define quality for tangible and intangibles
7. Make sure that recruitment, training and rewards
are consistent with service expectations
8. Establish procedures to handle exceptions
9. Establish systems to monitor service
4-54
Operations Strategy
4-55
Shorten Time to Market
4-56
Break-Even Analysis: Graphical Approach
TC = F + (VC )Q
Revenue = selling price (quantity)
R = ( SP ) Q
Break-even point is where total costs = revenue:
TC = R or F + ( VC ) Q = ( SP ) Q
F
or Q=
SP − VC
4-58
Example
4-59
Example Solved
Break-even point:
F $52,000
Q= = = 3,250 pairs
SP − VC $25 − $9
Profit = total revenue – total costs
P = ( SP ) Q − ( F + (VC ) Q )
= ( $25) 4,000 − ( $52,000 + ( $9) 4,000)
= $12,000
4-60
Break-even calculation: A company is planning to establish a chain of movie theaters.
It estimates that each new theater will cost approximately $1 Million. The theaters will
hold 500 people and will have 4 showings each day with average ticket prices at $8.
They estimate that concession sales will average $2 per patron. The variable costs in
labor and material are estimated to be $6 per patron. They will be open 300 days each
year. What must average occupancy be to break even?
4-61
Other Product Design Factors
4-62
Other Design Factors
Consider product
life cycle stages
Introduction
Growth
Maturity
Decline
Facility & process
investment
depends on life
cycle
4-63
Other Design factors
4-64
Process Selection
4-65
Underlying Process Relationship
Between Volume and
Standardization
4-66
Volume and Process Choice
4-67
Differences between Intermittent
and Continuous Operations
4-69
Process Design Tools
Process flow analysis is
a tool used to analyze and
document the sequence of
steps within a total
process. Usually first step
in Process Reengineering.
Process Re-
engineering is a
structured approach
used when major
business changes are
required as a result of:
Major new products
Quality improvement
needed
Better competitors
Inadequate
performance
4-70
Intermittent VS. Repetitive Layouts
4-71
Product and Service Strategy
Options
4-72
Process Decisions-Vertical
Integration & Make or Buy
Vertical integration refers to the degree a firm
chooses to do processes itself- raw material to sales
Backward Integration means moving closer to primary
operations
Forward Integration means moving closer to customers
4-74
Designing Services
Service Characteristics
Pure services
Quasi-Manufacturing
Mixed services
Service Package
The physical goods
The sensual benefits
The psychological
benefits
Differing designs
Substitute technology for
people
Get customer involved
High customer attention
4-75