4-1 Product and Service Design
Lecture
11
Product and
Service Design
Operations Management, Eighth Edition, by William J. Stevenson
McGraw-Hill/Irwin Copyright © 2005 by The McGraw-Hill Companies, Inc. All rights reserved.
4-2 Product and Service Design
Designing for Manufacturing
Design for Assembly (DFA)
Design for Manufacturing (DFM)
4-3 Product and Service Design
Designing for Manufacturing
Design for Assembly (DFA)
Design focuses on reducing the number of
parts in a product and on assembly methods
and sequence.
Design for Recycling (DFR)
Design allows and facilitates the recovery of
material of materials and components from
used products for reuse.
4-4 Product and Service Design
Remanufacturing
Remanufacturing
Using some of the components of the old
products in the manufacture of new
products.
4-5 Product and Service Design
Recycling
Recycling: recovering materials for future use
Recycling reasons
Environment regulations
Environment concerns
Cost savings
4-6 Product and Service Design
Reverse Engineering
Reverseengineering is the
dismantling and inspecting
of a competitor’s product to discover
product’s improvements.
4-7 Product and Service Design
Robust Design
Robust Design: Design that results in
products or services that can function
over a broad range of conditions
4-8 Product and Service Design
Taguchi Approach Robust Design
Some factors are controllable and some are
uncontrollable
4-9 Product and Service Design
Concurrent Engineering Advantages
Early warning system which indicates the problem
area and how to eliminate that problem.
You are in a position to make product, improve its
performance and different features.
4-10 Product and Service Design
Service Design
Service is an act.
Service delivery system:
Facilities
Processes
Skills
Many services are bundled with products.
4-11 Product and Service Design
Service Design
Service design involves:
The physical resources needed.
The goods that are purchased or consumed by
the customer.
Explicit services.
Implicit services.
4-12 Product and Service Design
Service Design
Service
Service delivery system
Product bundle
Service package
4-13 Product and Service Design
Differences Between Product
and Service Design
1. Products are Tangible and generally
services are intangible.
2. Services are created and delivered at the
same time.
3. Services highly visible to customers and
should be designed with that in mind.
4. Services cannot be inventoried.
4-14 Product and Service Design
Differences Between Product
and Service Design
5. Location important to service design.
6. Services have low barrier to entry.
4-15 Product and Service Design
Good Service Spectrum
Steel Production
Automobile Manufacturing
Farming
Auto/Appliance Repair
Manual Car Wash
Increasing
Goods Control Teaching
Increasing
Service Content
4-16 Product and Service Design
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
