STUDY OUTLINE FOR CHAPTER 4
PRODUCT & SERVICE DESIGN
1. Why is product or service design strategically important?
2. List seven responsibilities of product and service designers.
3. Give a few examples for each of these major reasons for design or redesign:
i.
ii.
iii.
iv.
v.
vi.
Economic
Social and demographic
Political, liability, legal
Competitive
Cost or availability
Technological
4. What are the main objectives of product and service design?
5. Briefly define or explain these terms:
i.
ii.
iii.
iv.
designing for operations
Uniform Commercial Code
life cycle
standardization
6. What are some key advantages and disadvantages of standardization?
7. Briefly define or explain these terms:
i. mass customization
ii. delayed differentiation
iii. modular design
iv. robust design
8. List some ways to improve reliability.
9. Briefly explain why these are sources of ideas for new or redesigned products or services:
supply chain , competitors and research
12. What is meant by the term reverse engineering?
14. Briefly explain the importance of each of these:
concurrent engineering, design for manufacturing, design for assembly & manufacturabilit
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15. Briefly define these terms:
Recycling and remanufacturing
16. What is quality function deployment, and why is it important
17. How is the Kano model useful?
18. Briefly define each of these terms:
Service delivery system. Product bundle, Service package and service blueprint
19. List the characteristics of a well-designed service system:
20. What are the key challenges of service design?
21. What are the key sources of achieving competitive advantages and/or customer
satisfaction?
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