...STUDY OUTLINE FOR CHAPTER 4 PRODUCT AND SERVICE DESIGN 1. Why is product or service design strategically important? Product and service design has typically had strategic implications for the success and prosperity of an organization. Furthermore, it has an impact on future activities. Consequently decisions in this area are some of the most fundamental that managers must make. 2. List some of the things that product and service design does. 1)Translates customer wants and needs into product and service requirements. 2)Refine existing products and services. 3)Develops new products and/or services 4)Formulates quality goals, and cost targets. 3. Give a few examples for each of these major reasons for design or redesign: Economic -low demand, excessive warranty claims, the need to reduce costs. social and demographic -Aging baby boomers, population shifts. political, liability, legal -Government changes, safety issues, new regulations. Competitive -New or changes products or services, new advertising/promotions cost or availability -Raw materials, components, labor, water, energy Technological -Product components, processes 4. What are the key questions of product and service design? 1)Is there demand for it? What is the potential size of the market, and what is the expected demand profile? 2)Can we do it? Do we have the necessary knowledge, skills, equipment, capacity, and supply chain...
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...基于观察法的产品开发流程研究 ——IDEO设计方法分析 ∷王大龙 WANG Dalong Product Development Based on Method of Behavior ∷上海交通大学媒体与设计学院 Observation Study, IDEO Design Method Analysis 摘 要：IDEO作为国际顶尖设计公司有一套系统、精良的设计方法，在产品设计领域以其对消费者行为的观察和分析的 调研方法著称，本文以IDEO的Coasting自行车设计为例，从正反两方面提出并分析了该流程中的三个有价值的环节，即 基于行为分析的调研模式、并不充分的设计衔接以及整体解决问题的思路，一些结论希望对自己和设计同行有所帮助。 关键词：行为分析 行为观察 设计衔接 体验设计 整体化解决问题 Abstract: As a famous design company over the world,IDEO maintains the most professional design method system which is constructed around the core of behavior observation.This essay takes a bicycle design process as an example to get you into their design flow and tools which are explained through three aspects. Keywords: behavior observation, behavior analysis, design join, experience, systemic design method Internet 检索：http://www.artdesign.org.cn/ 一、案例介绍 战胜癌症重回赛场的美国人阿姆斯特朗连续七 届夺得世界最艰苦的环法自行车赛冠军，刺激了成 千上万的自行车爱好者选择高精尖的公路自行车和 相关装备，作为生产这些高精尖自行车核心部件的 日本Shimano公司自然受益超过其他公司。而调查却 显示：过去十年，“自行车迷”增长超过三倍，而 休闲自行车主却降低了差不多50%，整体的数字在 下降，没有创造新的消费者。现在有超过1.6亿的美 国人不骑自行车，这是一个很大的市场，他们为什 么不骑，怎样劝说他们？这些问题启发Shimano公司 去设计一辆新的自行车，规划自行车工业的未来。 I D E O成为了首先被想到的设计公司。采取他们特有 的那种基于观察的调研工作，而不是通过问卷和焦 点小组，设计工作开展起来了。 调查的结果就是设计一辆新的自行车，一辆回 到过去改变未来的自行车。但是S h i m a n o只销售配 件，不销售自行车。但为了实现这种把自行车带回 大众的观点，S h i m a n o和它的O E M作沟通。I D E O根 据调研得来的大众意见制造了原型样机，简单、舒 适、可承担、随时能用、有些传统但是要创新、少 一些健身的多一点快乐的。任何创意都考虑到了， 方便的搭连在汽车上，把手上内置咖啡杯座，轮胎 上内置反光灯，内置花瓶，铃声可下载和可定制， 他们甚至在公司后面的小道上用方向盘来操控自行 车。最后的Coasting自行车（新的车模名字），看 上去并不是特别的创新感，提高手把，让骑车者 不需要满背偻腰，横挡降低，让人可以自然的坐上 去。整体来说，把自行车融入它的环境中。细节有...
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...promise, "Save Money. Live Better,” our Marketing team works alongside some of the most talented people in the world to communicate with the millions of customers who shop our stores, clubs and walmart.com every week. Accounting & Finance In Walmart’s Finance and Accounting departments, your insights go further, impacting business and communities in 27 countries, under 69 different banners and in every corner of the business, from Enterprise Risk Management to Sustainability. For instance, our Global Shared Services group aggregates and streamlines much of the financial and payroll services for Sam’s Club and Walmart in North America, while Global Internal Audit helps ensure that each store operates in the most cost-efficient way. And our Global Integrated Processes team reduces redundancies, maximizes efficiencies and simplifies our back-office processes. These are just a few of the many groups within Accounting & Finance, each responsible for vital services that impact our entire company. Our projects range from...
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...advantages of standardization is that it increases the potential variety of products. True False 5. A disadvantage of standardization is the possibility of standardizing designs too early, which may make it difficult to modify in the future. True False 6. Reducing consumer choices makes service more efficient. True False 7. Modular design increases costs of purchasing and controlling inventory compared to non-modular. True False 8. Product failures can be easier to remedy with modular design. True False 9. One motivation for an organization to redesign its product or service is to avoid the alternative of downsizing the organization. True False 10. A major benefit of Computer Aided Design (CAD) is the increased productivity of designers. True False 11. Most of the time what is called product or service design is actually a redesign of an existing product or service. True False 12. A service blueprint is quite similar to an architectural drawing. True False 13. The process of dismantling and inspecting a competitor's product to discover product improvement is called benchmarking. True False 14. To save money, it is essential that designers revise the production capabilities to meet the requirements of the new products. True False 15. Many US manufacturers are now shifting their focus from products to both product and process improvements. True...
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...Process Design Matrix Summary OPS 571 Process Design Matrix Summary Process design is a method by which a business understands and defines the operation activities that enable the company to function. A Process design was concerned with developing operation processes to ensure that the company resources are used effectively, efficiently and meet customer requirement and satisfaction. Process designs also used to sustain, support organizational development and growth. Process design involves a different area of the company such as production, delivery of service and product and inventory. In this executive summary, I will discuss the appropriate design process for a product and service. I will use pizza home delivery service as an example for service and pizza as an example for product design process. Service Design Process The service process design I am familiar with is pizza home delivery service. It uses all the service design such as self-service, production line approach, and personal attention approach design. The production line approach is commonly used in food service industry. The production line approach the company has control over the process to ensure efficiency and effectivity of the product (Jacobs & Chase, 2011). In pizza home delivery service, the company needs to make sure that within thirty minutes the pizza can be delivered. The production line approach is used so that the company has a step by step process that the employee needs to follow...
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...Operations Management UTCC Product and Service Design School of Engineering The University of the Thai Chamber of Commerce Operations Management UTCC Operations Management UTCC Agenda • The need for product and service design or redesign • Sources of ideas for design or redesign • Design elements for both manufacturing and service. Operations Management UTCC Product and Service Design • Major factors in design strategy – – – – – Cost Quality Time-to-market Customer satisfaction Competitive advantage Product and service design – or redesign – should be cl se l ti d to a n o rg a n i ti n ’ stra te g y o y e za o s Operations Management UTCC Product or Service Design Activities • Translate customer wants and needs into product and service requirements (Hospital, Toyota) • Refine existing products and services • Develop new products and services • Formulate quality goals • Formulate cost targets • Construct and test prototypes • Document specifications Operations Management UTCC Refine existing products and services Operations Management UTCC Develop new products and services • Understanding the customer • Economic change: low or high demand, excessive warranty claims, the need to reduce costs • Social and demographic: aging baby boomers, population shifts • Political, liability, or legal: government changes, safety issues, new regulations • Competitive: new or changes products or services, new advertising/promotions ...
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...PRODUCT DESIGN Have you ever been with a group of friends and decided to order pizzas? One person wants pizza from Pizza Hut because he likes the taste of stuffed-crust pizza made with cheese in the crust. Someone else wants Gracias pizza because she likes the unique crispy-thin crust. A third wants pizza from Smokey’s because of the wood grilled oven taste. Even a simple product like a pizza can have different features unique to its producer. Different customers have different tastes, preferences, and product needs. The variety of product designs on the market appeal to the preferences of a particular customer group. Also, the different product designs have different processing requirements. This is what product design and process selection are all about. We can all relate to the product design of a pizza just from everyday life. Now consider the complexities involved in designing more sophisticated products. For example, Palm,Inc. (www.palm.com) is a leading provider of handheld computers whose slogan is “different people, different needs, different handhelds.” The company designs different products with differing capabilities, such as personal information management, wireless Internet access, and games, intended for different types of customers. The company also has to decide on the best process to produce the different types of handhelds. The challenge of product design can also be illustrated by an example of the Alza Corporation. Alza is a leader in designing new ways...
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...Process Design Matrix- Executive Summary OPS/571 February 15, 2016 Teresa N. Banks Process Design Matrix & Summary The product design of Mary Kay focuses on the product life cycle, but a service design focuses on the services provided and customer experiences. The production process, when manufacturing a product, it must go through several stages of the product life cycle. The difference in a product and service design is putting the focus on people instead of the thing. The service process focuses on how well the company production system works Mary Kay Products Design focal Point: The need for qualified products helps show customers they are getting a safe product to better their life. Mary Kay is a large company that has worked hard to build it into a multi-billion dollar company. The company has been to provide customers a chance for employment too. Process Design Approach: The strategy for Mary Kay is to compete with other cosmetic product distributors and provide a high-quality product at a competitive cost. By doing this, it gives them that competitive edge to stay at the top. Quality: The quality of services will affect all customers that come in contact with our personal and cosmetic products. Therefore, the company is liable by law to provide something for human consumption. Mary Kay offers a broad variety of competitive products such as anti-aging formula, hand and lip protection products, and personal care items for men...
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...will brief discus what service design is and how it relates to the other design lens. I will also speak about how important it is when implementing or introducing a new product and what the processes of service design is and the importance of it when it comes to providing a service or new product. Service Design is the process of design a product that is useful and wanted by the consumer. In some case where there is a already existing service, service design helps to improve it and finds new ways o how to go about day to day activities of the product in other words bettering the service to please the consumer. The process includes the implemention of the product but also the end result what it expection of the consumer would...
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...WHY IS PRODUCT OR SERVICE DESIGN IMPORTANT? Service design is an activity of organizing and planning people, communication and material components in order to improve service quality. It is the interaction between the service provider and customers and the customers' experience. A service is anything that is done to or for a client and is created and delivered simultaneously. Product Design combines ergonomics with product and business knowledge to generate ideas and concepts and convert them into physical and usable objects or services. IMPORTANCE OF PRODUCT DESIGN AND SERVICE DESIGN a) Customer Satisfaction and Sustainability Organizations need to continually satisfy their customers to be successful in the marketplace. They are able to do this by improving current products or by designing new ones. b) Reliability Product and Service design ensures reliability. This is a measure of the ability of a product, a part, service, or an entire system to perform its intended function under a prescribed set of conditions. c) Consistent Product life cycle For example, a firm may have produced four different products and each product may have had a product life cycle of ten years. In this case, the firm must design four new products every ten years. Today, in order to be competitive, this firm may produce eight different products with a life cycle of only five years; this firm must introduce eight new products in five years. That represents sixteen new products...
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...PRODUCT DESIGN Product Decision / Analysis / product Development Product Design 1) Product is anything that is capable of satisfying a felt need. A new product is the one which is truly innovative and is significantly different from other products. 2) Product Design specifies which materials are to be used, determines dimensions and tolerances define appearances of the product and sets standards of the performance. 3) Service Design specifies what physical items, sensual benefits and psychological benefits the customer is to receive from the service. Design has a tremendous impact on the quality of product or service. An Effective Design Process 1) Matches the product or service characteristics with customers requirement 2) Ensures customers requirements are met in simplest and least costly manner 3) Reduces the time required to design a new product or services 4) Minimize the revisions necessary to make a design workable. Product Design and Development 1) New Product Design 2) Improvement in the design of existing product due to life cycle of a product Product Decision: 1) the selection, definition and design of the products. The existing of the organization depends upon how well it provides goods and services to society. Since every product has life cycle the old product live for some time and die and hence new product are required for society this is due to changing societies, habits, tastes, liking etc. Thus operation...
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...goods and services that the organization offers. Therefore, it is crucial to efficiently and effectively manage the company’s product and service design. Executives can easily come up with ideas for new products and services because they have a plethora of information available to them from customers, suppliers, distributors, and employees. Not only is idea generation important, but the reasons for design or re-design must also be considered. Executives need to consider the economy, social and demographic information, politics, competition, cost, availability, and technological accessibility when they are designing new products and services. After an idea has been thoroughly researched executives are required to complete specific tasks depending on whether their design is a product or service. After all product or service design phases are complete executives can begin to sell their designs to the public. One article titled “Design that Matters: Groundbreaking Products Designed for Poor People” discusses an interesting design strategy. This article explains how some companies have started to design products and services specifically intended for impoverished people. These companies believe that designing products and services for people that do not have access to simple items will create a business that is economically and environmentally sustainable, thus creating company growth, huge profits, and enormous improvements to humankind. Currently, new product and service design...
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...Process Design Matrix and Summary University of Phoenix OPS/571 14 April, 2014 Executive Summary Businesses continually bring new products to market as customer needs and wants change. Product design has been crucial to the success of many companies. This executive summary pretends to present different process design aspects for the following areas: air conditioning services and bicycle products. For companies dedicated to services, the approaches to be mentioned will be production line, self-service, and the personal attention approach. By the side of product design the approaches include job shop, batch, and continuous. The process map and process design will be discussed for both of companies. Air Conditioning Services The production line is a process derived of from the manufacturing process which is applied to the service sector. This process is the sequence of operations for which each product is continually applied to the same operation sequence. The main purpose of it is the efficient production of results or services. The organization controls the execution of each outlet to ensure high quality of service provides. This approach applies during equipment maintenance where the focus is perform the tasks to the established standards. The second approach is self-service and involves the customer in the production of services. Examples of this approach are E-tickets, Automatic teller machine, company...
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...Week 5 Ch. 4 - Process Design Inggang Perwangsa Nuralam, SE., MBA. Process Design Tujuan: • Apa itu Process Design? • Apa Maksud/Tujuan yang harus dimiliki Process Design? • Bagaimana Volume & Variety mempengaruhi Process Design? • Bagaimana Proses di Desain secara detail? • Products, services and the processes which produce them all have to be designed. Produk, layanan, dan proses perlu untuk di desain. • 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. Keputusan yang diambil selama mendesain produk dan layanan akan mempunyai dampak pada keputusan yang diambil selama mendesain proses; yang menghasilkan produk dan layanan tesebut. Process Design (Desain Proses) Products / Services Effective Product / Service Offered The Smart car uses environmentally friendly design principles • There are different ‘process types’. Ada beberapa perbedaan Tipe Proses • Process types are defined by the volume and variety of ‘items’ they process. Tipe Proses di definisikan dengan Volume dan Variasi item (barang/jasa) yang diproses • Process types go by different names depending on whether they produce products or services. Tipe Proses berjalan dengan perbedaan nama, tergantung pada apa yang diproduksi / dilayani. Manufacturing process types Project processes • One-off...
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...General Manager at R.B Group of Companies Limited (WALTON) for his time to guide us regarding the product and service design and production process in this project. Finally, we would like to thank North South University for letting us use its Internet and library facilities, which helped us a lot to complete our report. Executive Summery Walton is a Bangladeshi brand which has many subsidiaries. One of which is Walton Motors. It produces motor vehicles. The brand Walton is owned and operated by Walton Group head quartered in Dhaka, Bangladesh. This report is focused on some specific operations management of Walton Ltd. More specifically this report is about Walton motorbike and it’s after sales service. The paper has been designed in a way that shows the current operating processes and a proposed procedures so that they can improve effectively and efficiently over current operation processes. In this report we analyzed the operation management system of the Walton motorcycles from the design to production. We learned how they manage their products from the production to sales and service. We also studied their after sales service. The report shows how their designing, manufacturing and service works together to deliver quality products which ensures customer satisfaction. Walton’s motto is ‘service first’. They believe is delighting customers with their products as well as their service. The report highlights how the...
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