Chapter 4 - Product and Service Design

Question 1

what are the various activities and responsibilities of product and service design?

Answer 1

1) Translate customer wants and needs into product and service requirements
2) Refine existing products and services
3) develop new products and/or services
4) formulate quality goals
5) formulate cost targets
6) construct and test prototypes
7) document specifications
8) translate product and service specifications into process specifications

Question 2

what are the 4 elements to rapidly creating new goods and services?

Answer 2

1) the product or service approval committee
2) core teams
3) phase reviews
4) the structured development process

Question 3

Product or service approval commitee

Answer 3

consists of top management and oversees and directs the design/development activities.

Question 4

Core teams

Answer 4

cross-functional teams empowered to plan and lead the design/development projects from idea to commercialization

Question 5

phase reviews (or stage-gates)

Answer 5

milestones during a new product or service design/development project when the progress of the core team is reviewed by the product or service approval committee.

Question 6

structured development process

Answer 6

the use of project management techniques

Question 7

what are the phases of product design?

Answer 7

1) Idea generation and preliminary assessment (or scoping)
2) building a business case
3) development of product and process
4) testing and validation
5) launching the new product

Question 8

what are the phases of a service design?

Answer 8

1) Conceptualize a proposed service
2) generate ideas
3) assess customer wants/needs
4) assess demand potential
5) identify service package components needed
6) determine performance specifications
7) translate performance specifications into design specifications
8) translate design specifications into delivery specifications

Question 9

what are some sources that ideas for new or redesigned goods and services can come from?

Answer 9

Employees (Front line)
Suppliers of materials
Customers
Marketing employees
competitors

Question 10

what are some approaches that have shown success in the past for finding new product ideas?

Answer 10

1) Listening to the market complaints
2) Gaps in the market
3) exploring niche markets
4) using new technology
5) creating new market space

Question 11

what is the product life cycle?

Answer 11

1) incubation
2) growth
3) maturity
4) saturation
5) decline/death

Question 12

standarization

Answer 12

the extent to which there is absence of variety in a part or product

Question 13

mass customization

Answer 13

strategy of producing standardized goods or services but incorporating some degree of customization in the final product

Question 14

delayed differentiation

Answer 14

process of producing but not quite completing a product until customer preferences or specifications are known

Question 15

modular design

Answer 15

grouping of parts into modules that are easily interchanged or replaced

Question 16

what are the most common DFE practices to include design for:

Answer 16

• Energy efficiency of product and energy used in manufacturing
  *hazardous material minimization, including emission as wastes in manufacturing
  3) biodegradable disposal, including packaging
  4) Reuse, including packaging
  5) Disassembly and remanufacture
  *Recycling, including packaging.

Question 17

cradle-to-grave assessment

Answer 17

the environmental impact of a product or service throughout its useful life, focusing on such factors as global warming, smog formation, oxygen depletion, and solid waste generation.

Question 18

Design for manufacturing (DFM)

Answer 18

Used to design a product to make it easy to manufacture in order to decrease the time and costs of manufacturing, and increase flexibility and productivity

Question 19

Design for Assembly

Answer 19

Used to design a product for ease of assembly of its parts.

Question 20

value analysis

Answer 20

an examination of the function of parts and materials in an effort to reduce the cost and/or improve the performance of an existing product

Question 21

value engineering

Answer 21

an examination of the function of parts and materials in an effort to reduce the cost and/or improve the performance of a new product

Question 22

what steps are needed to perform a failure mode and effects analysis?

Answer 22

1) identify the functions of the product or process
2) for each function, identify all the ways failure could happen
3) for each failure mode, identify all the effects of failure for the customer.
4) for each effect, determine the severity rating
5) for each failure mode, determine all the causes of the failure
6) for each cause determine the occurrence rating
7) for each cause, determine the control mechanism
8) for each control, determine the detection rating.
9) calculate the risk priority number (rpn)
10) list the RPN in descending order
11) identify the recommended actions
12) as actions are taken update the RPN

Question 23

What are the effective rules used to guide the design of services?

Answer 23

1) Have a single unifying theme such as convenience or speed.
2) Ensure that the service delivery system has the capability to handle any expected variability in service requirements.
3) Include design features and checks to ensure that service will be reliable and will provide consistently high quality
4) design the service delivery system to be user-friendly.

Question 24

what are the major steps in service blueprints

Answer 24

1) establish boundaries for the service and decide on the level of detail needed.
2) identify and determine the sequence of customer and service actions and interactions
3) develop time estimates for each phase of the process, as well as time variability.
4) identify potential failure points and develop a plan to prevent or minimize them.