Product and Service Design
The essence of a business organization is the products and services it offers, and every aspect of the
organization and its supply chain are structured around those products and services. Organizations that
have well-designed products or services are more likely to realize their goals than those with poorly
designed products or services. Hence, organizations have a strategic interest in product and service
design. Product or service design should be closely tied to an organization’s strategy. It is a major factor
in cost, quality, time-to-market, customer satisfaction, and competitive advantage. Consequently,
marketing, finance, operations, accounting, IT, and HR need to be involved. Demand forecasts
and projected costs are important, as is the expected impact on the supply chain. It is significant to note
that an important cause of operations failures can be traced to faulty design. Designs that have not
been well thought out, or
are incorrectly implemented, or instructions for assembly or usage that are wrong or unclear, can be the
cause of product
and service failures, leading to lawsuits, injuries and deaths, product recalls, and damaged reputations.
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