4

Product and Service Design

McGraw-Hill/Irwin

Copyright 2007 by The McGraw-Hill Companies, Inc. All rights reserved.

Learning Objectives
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.
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Learning Objectives
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.
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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 closely tied to an organizations strategy

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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

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Reasons for Product or Service Design

Economic
Social and demographic Political, liability, or legal Competitive Cost or availability Technological

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Objectives of Product and Service Design

Main focus
Customer satisfaction Understand what the customer wants

Secondary focus
Function of product/service Cost/profit Quality Appearance Ease of production/assembly Ease of maintenance/service
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Designing For Operations

Taking into account the capabilities of the organization in designing goods and services. Failure to take this into account can:
Reduce productivity Reduce quality Increase costs

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Legal, Ethical, and Environmental Issues

Legal
FDA, OSHA, IRS Product liability Uniform commercial code

Ethical
Releasing products with defects

Environmental
EPA

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Regulations & 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.

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Designers Adhere to Guidelines

Produce designs that are consistant 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

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Other Issues in Product and Service Design

Product/service life cycles How much standardization Mass customization Product/service reliability Robust design Degree of newness Cultural differences

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Life Cycles of Products or Services

Figure 4.1

Saturation

Maturity

Deman d

Decline Growth

Introduction

Time
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Standardization
Standardization
Extent to which there is an absence of variety in a product, service or process

Standardized products are immediately available to customers

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Advantages of Standardization
Fewer parts to deal with in inventory & manufacturing Design costs are generally lower

Reduced training costs and time

More routine purchasing, handling, and inspection procedures Quality is more consistent
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Advantages of Standardization
(Contd)

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.

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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.

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Mass Customization
Mass customization:
A strategy of producing standardized goods or services, but incorporating some degree degree of customization Delayed differentiation Modular design

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Delayed Differentiation
Delayed differentiation is a postponement tactic
Producing but not quite completing a product or service until customer preferences or specifications are known

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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:

easier diagnosis and remedy of failures

easier repair and replacement simplification of manufacturing and assembly

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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 items reliability is specified

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Improving Reliability
Component design Production/assembly techniques Testing Redundancy/backup

Preventive maintenance procedures

User education

System design

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Product Design
Product Life Cycles Robust Design Concurrent Engineering

Computer-Aided Design
Modular Design

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Robust Design
Robust Design: Design that results in products or services that can function over a broad range of conditions

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Taguchi Approach Robust Design

Design a robust product

Insensitive to environmental factors either in manufacturing or in use.

Central feature is Parameter Design. Determines:

factors that are controllable and those not controllable their optimal levels relative to major product advances

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Degree of Newness
1.Modification of an existing product/service 2.Expansion of an existing product/service 3.Clone of a competitors product/service 4.New product/service

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Degree of Design Change

Table 4.3 Type of Design Change Modification Expansion Clone Newness of the organization Low Low High Newness to the market Low Low Low

New

High

High

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Cultural Differences
Multinational companies must take into account cultural differences related to the product design. Notable failures:
Chevy Nova in Mexico Ikea beds in U.S.

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Global Product Design

Virtual teams
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

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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
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Idea Generation
Supply chain based

Ideas

Competitor based

Research based

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Reverse Engineering
Reverse engineering is the dismantling and inspecting of a competitors product to discover product improvements.

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Research & Development (R&D)

Organized efforts to increase scientific knowledge or product innovation & may involve:

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.

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Manufacturability
Manufacturability is the ease of fabrication and/or assembly which is important for:

Cost Productivity

Quality

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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 organizations manufacturing capabilities when designing a product. The more general term design for operations encompasses services as well as manufacturing
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Concurrent Engineering
Concurrent engineering is the bringing together of engineering design and manufacturing personnel early in the design phase.

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Computer-Aided Design
Computer-Aided Design (CAD) is product design using computer graphics.

increases productivity of designers, 3 to 10 times creates a database for manufacturing information on product specifications provides possibility of engineering and cost analysis on proposed designs

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Product design
Design for manufacturing (DFM) Design for assembly (DFA) Design for recycling (DFR) Remanufacturing Design for disassembly (DFD) Robust design

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Recycling
Recycling: recovering materials for future use Recycling reasons
Cost savings Environment concerns Environment regulations

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Remanufacturing
Remanufacturing: Refurbishing used products by replacing worn-out or defective components.
Remanufactured products can be sold for 50% of the cost of a new producr 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.
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Component Commonality
Multiple products or product families that have a high degree of similarity can share components Automakers using internal parts
Engines and transmissions Water pumps Etc.

Other benefits
Reduced training for assemble and installation Reduced repair time and costs
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Quality Function Deployment

Quality Function Deployment
Voice of the customer House of quality

QFD: An approach that integrates the voice of the customer into the product and service development process.

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The House of Quality

Figure 4.3
Correlation matrix

Design requirements

Customer requirements

Relationship matrix

Competitive assessment

Specifications or target values

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House of Quality Example

Figure 4.4
Correlation:
X X X

Water resistance

Accoust. Trans. Window

Energy needed to close door

Door seal resistance

Engineering Characteristics

Check force on level ground Energy needed to open door

Strong positive Positive Negative Strong negative

X = Us A = Comp. A B = Comp. B (5 is best) 1 2 3 4

Competitive evaluation

Customer Requirements Easy to close

7 5 3 3 2
Reduce energy level to 7.5 ft/lb

X X AB

AB

Stays open on a hill

Easy to open Doesnt leak in rain No road noise Importance weighting Target values

XAB A XB X A B

10

6
Maintain current level

6
Reduce force to 9 lb.

9
Reduce energy to 7.5 ft/lb.

2
Maintain current level

3
Maintain current level

Relationships:
Strong = 9 Medium = 3 Small = 1

Technical evaluation (5 is best)

5 4 3 2 1

B A X

BA X

B A X

B X A

BXA

BA X

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The Kano Model

Figure 4.5
Kano Model

Customer Satisfaction

Excitement Expected Must Have

Customer Needs

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Service Design
Service is an act Service delivery system
Facilities Processes Skills

Many services are bundled with products

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Service Design
Service design involves
The physical resources needed The goods that are purchased or consumed by the customer Explicit services Implicit services

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Service Design
Service
Something that is done to or for a customer

Service delivery system

The facilities, processes, and skills needed to provide a service

Product bundle
The combination of goods and services provided to a customer

Service package
The physical resources needed to perform the service
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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 Location important to service Range of service systems Demand variability
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Service Systems
Service systems range from those with little or no customer contact to very high degree of customer contact such as:
Insulated technical core (software development) Production line (automatic car wash) Personalized service (hair cut, medical service) Consumer participation (diet program) Self service (supermarket)

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Service Demand Variability

Demand variability creates waiting lines and idle service resources Service design perspectives:
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 customers perception of quality
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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

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Service Blueprinting
Service blueprinting
A method used in service design to describe and analyze a proposed service

A useful tool for conceptualizing a service delivery system

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Major Steps in Service Blueprinting

1. Establish boundaries 2. Identify sequence of customer interactions
Prepare a flowchart

3. Develop time estimates 4. Identify potential failure points

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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
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Challenges of Service Design

1. 2. 3. 4. Variable requirements Difficult to describe High customer contact Service customer encounter

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Guidelines for Successful Service Design

1. 2. 3. 4. Define the service package Focus on customers perspective Consider image of the service package Recognize that designers perspective is different from the customers perspecticve Make sure that managers are involved Define quality for tangible and intangibles Make sure that recruitment, training and rewards are consistent with service expectations Establish procedures to handle exceptions Establish systems to monitor service
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5. 6. 7.
8. 9.

Operations Strategy
1. Increase emphasis on component commonality 2. Package products and services 3. Use multiple-use platforms 4. Consider tactics for mass customization 5. Look for continual improvement 6. Shorten time to market

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Shorten Time to Market

1. Use standardized components 2. Use technology 3. Use concurrent engineering

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