4
Product and
Service Design
Copyright © 2014 by McGraw-Hill Education (Asia). All rights
Learning Objectives
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Explain the strategic importance of product
and service design.
List some key reasons for design or
redesign.
Identify the main objectives of product and
service design.
Discuss the importance of standardization.
Discuss the importance of legal, ethical,
and environmental issues in product and
service design.
4-2
Learning Objectives
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Briefly describe the phases in product design
and development.
Describe some of the main sources of design
ideas.
Name several key issues in manufacturing
design.
Name several key issues in service design.
Name the phases in service design.
List the characteristics of well-designed service
systems.
Name some of the challenges of service design.
4-3
Product and Service Design
 Important as it affects:
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Cost
Quality
Time-to-market
Customer satisfaction
Competitive advantage
Product and service design—or redesign—should be
closely tied to an organization’s strategy
4-4
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
4-5
Reasons for Product or Service Design
 Economic
 Social and demographic
 Political, liability, or legal
 Competitive
 Cost or availability
 Technological
4-6
Objectives of Product and
Service Design
 Main focus
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Customer satisfaction
Understand what the customer wants
 Secondary focus
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Function of product/service
Cost/profit
Quality
Appearance
Ease of production/assembly
Ease of maintenance/service
4-7
Designing For Operations
 Taking into account the capabilities of
the organization in designing goods
and services.
 Failure to take this into account can:
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Reduce productivity
Reduce quality
Increase costs
4-8
Legal, Ethical, and
Environmental Issues
 Legal
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Agri-Food and Veterinary Authority, Health
Sciences Authority (Singapore)
Product liability
Uniform commercial code
 Ethical
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Releasing products with defects
 Environmental
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Pollution
Toxic materials
4-9
Regulations and 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.
4-10
Designers Adhere to Guidelines
 Produce designs that are consistent 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
4-11
Other Issues in Product and
Service Design
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Product/service life cycles
Degree of standardization
Mass customization
Product/service reliability
Robustness of design
Degree of newness
Cultural differences
Global Product Design
4-12
Life Cycles of Products or Services
Figure 4.1
Saturation
Demand
Maturity
Decline
Growth
Introduction
Time
4-13
Standardization
 Standardization
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Extent to which there is an absence of
variety in a product, service, or process
 Standardized products are immediately
available to customers
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:
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A strategy of producing standardized
goods or services, but incorporating some
degree of customization
Delayed differentiation
Modular design
4-18
Delayed Differentiation
 Delayed differentiation or
postponement
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Producing but not quite completing a
product or service until customer
preferences or specifications are known
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:
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easier diagnosis and remedy of failures
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easier repair and replacement
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simplification of manufacturing and assembly
4-20
Reliability
 Reliability: The ability of a product, part, or
system to perform its intended function under a
prescribed set of conditions
 Failure: Situation in which a product, part, or
system does not perform as intended
 Normal operating conditions: The set of
conditions under which an item’s reliability is
specified
4-21
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
Taguchi’s Approach
 Design a robust product
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Insensitive to environmental factors either in
manufacturing or in use.
 Central feature is Parameter Design.
 Determines:
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factors that are controllable and those not
controllable
their optimal levels relative to major product
advances
4-24
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
4-25
Cultural Differences
 Multinational companies must take into
account cultural differences related to the
product design.
4-26
Global Product Design
 Virtual teams
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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
Global Product Design
 Original Equipment Manufacturer (OEM)
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Designs and manufactures a product based on
its own specifications and sells to another
company for branding and distribution
 Original Design Manufacturer (ODM)
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Designs and manufactures a product according
to purchaser’s specifications
 Original Brand Manufacturer (OBM)
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Sells an entire product that is manufactured by a
second company under its own brand
4-28
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
4-29
Idea Generation
Supply-chain based
Ideas
Competitor based
Research based
4-30
Reverse Engineering
Reverse engineering is the
dismantling and inspecting
of a competitor’s product to
discover product improvements.
4-31
Research & Development (R&D)
 Organized efforts to increase scientific
knowledge or product innovation, and
may involve:
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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.
4-32
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
Designing for Manufacturing
 Concurrent engineering
 Computer-aided design
 Production requirements
 Recycling
 Remanufacturing
 Value analysis
 Component commonality
4-34
Concurrent Engineering
Concurrent engineering
is the bringing together
of engineering design and
manufacturing personnel
early in the design phase.
4-35
Computer-Aided Design
 Computer-aided design (CAD) is
product design using computer graphics.
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increases productivity of designers 3 to 10
times
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creates a database for manufacturing
information on product specifications
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provides possibility of engineering and cost
analysis on proposed designs
4-36
Production Requirements
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Design for manufacturing (DFM)
Design for assembly (DFA)
Design for recycling (DFR)
Design for disassembly (DFD)
Manufacturability
4-37
Manufacturability
 Manufacturability is the ease of
fabrication and/or assembly, which is
important for:
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Cost
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Productivity
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Quality
4-38
Recycling
 Recycling: recovering materials for
future use
 Recycling reasons
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Cost savings
Environment concerns
Environment regulations
4-39
Remanufacturing
 Remanufacturing: Refurbishing used
products by replacing worn-out or defective
components.
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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.
4-40
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
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Engines and transmissions
Water pumps
Etc.
 Other benefits
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Reduced training for assemble and installation
Reduced repair time and costs
4-42
Quality Function Deployment
 Quality Function Deployment
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QFD:
Voice of the customer
House of quality
An approach that integrates the “voice of the
customer” into the product and service development
process.
4-43
The House of Quality
Figure 4.3
Correlation
matrix
Design
requirements
Customer
requirements
Relationship
matrix
Competitive
assessment
Specifications
or
target values
4-44
House of Quality Example
Correlation:
X
X
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
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
7
X
Stays open on a hill
5
X AB
Easy to open
3
Doesn’t leak in rain
3
No road noise
Importance weighting
2
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)
5
BA
X
Relationships:
Strong = 9
Medium = 3
Small = 1
B
The Kano Model
Figure 4.6
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
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Facilities
Processes
Skills
 Many services are bundled with products
4-47
Service Design
 Service design involves
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The physical resources needed
The goods that are purchased or consumed
by the customer, or provided with the
service
Explicit services
Implicit services
4-48
Service Design
 Service
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Something that is done to or for a customer
 Service delivery system
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The facilities, processes, and skills needed to
provide a service
 Product bundle
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The combination of goods and services
provided to a customer
 Service package
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The physical resources needed to perform
the service
4-49
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 and exit
 Location is important to service design
 Range of service systems
 Demand variability
4-50
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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Insulated technical core (software development)
Production line (automatic car wash)
Personalized service (hair cut, medical service)
Consumer participation (diet program)
Self-service (supermarket)
4-51
Service Demand Variability
 Demand variability creates waiting lines and
idle service resources
 Service design perspectives:
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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
4-52
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
4-53
Service Blueprinting
 Service blueprinting
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A method used in service design to describe
and analyze a proposed service
 A useful tool for conceptualizing a service
delivery system
4-54
Major Steps in Service Blueprinting
1. Establish boundaries
2. Identify sequence of customer
interactions
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Prepare a flowchart
3. Develop time estimates
4. Identify potential failure points
4-55
Characteristics of Well-Designed
Service Systems
1.
2.
3.
4.
5.
6.
7.
8.
9.
Consistent with the organization mission
User friendly
Robust
Easy to sustain
Cost-effective
Value to customers
Effective linkages between back operations
Single unifying theme
Ensure reliability and high quality
4-56
Challenges of Service Design
1.
2.
3.
4.
Variable requirements
Difficult to describe
High customer contact
Service – customer encounter
4-57
Guidelines for Successful
Service Design
1.
2.
3.
4.
5.
6.
7.
8.
9.
Define the service package
Focus on customer’s perspective
Consider image of the service package
Recognize that designer’s perspective is different
from the customer’s perspective
Make sure that managers are involved
Define quality for tangible and intangibles
elements
Make sure that recruitment, training, and rewards
are consistent with service expectations
Establish procedures to handle exceptions
Establish systems to monitor service
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
Shorten Time to Market
1. Use standardized components
2. Use technology
3. Use concurrent engineering
4-60