Midterm-Service Design Flashcards
(108 cards)
1
Q
ecery customer or item receives essentially the same service
A
standard service
3
Q
Stages of Life Cycle
A
Introduction
Gowth
Maturity
Decline of a product
5
Q
political, liability or legal
GSN
A
- govt. changes
- safety issues
- new regulations
6
Q
one department over the other
A
over the wall approach
7
Q
concerns with the introduction, growth, maturity and decline of a product
A
Life Cycle
9
Q
Competitive
NN
A
- new and changed p or s
- new advertising or promotions
12
Q
examniation if the function of parts and materials in an effort to reduce cost and improve performance
A
value analysis
13
Q
Objectives of Product and Service Design
A
- customer satisfaction
- profit
- quality
- high tech appearance
- secondary focus
14
Q
Understanding what customer wants
A
customer satisfaction
16
Q
product or service cost
A
Profit
17
Q
central feature of taguchi’s approach
A
parameter design
18
Q
Secondary Focus
A
Function, cost, potential profit
19
Q
taking into account the capabilities of the org in designing goods and services
A
Designing for operations
20
Q
Sources of idea generation
A
supply chain based
competitor based
research based
21
Q
A product must be usable for its intended purpose
A
Merchantibility and fitness
22
Q
alternatives must be weighed in terms of cost, availability of resources. profit potential and quality
A
process specs
23
Q
Marketing Opportunities and Threats
PESTCC
A
- political, liability or legal
- economic
- social and demographic
- technological
- competitive
- cost or availability
24
Q
Legal, Ethical, envi issues
A
Product liability
Merchan and fitness
25
Q
bringing design and manufacturing engi people together early in design phase to simultaneously develop the product
A
concurrent engineering
27
Q
products or services that can function over a broad range of conditions
A
robust design
28
Q
quality of being fir
A
fitness
30
Q
postponement tactic
A
delayed differentiation
31
Q
purchasing competitors product and inspecting it, searching for eays to improve their own
A
reverse engineering
32
Q
Technological
PP
A
- product components
- processes
35
Absence of variety in a product, service or process
Standardization
36
organized efforts directed toward increasing scientific knowledge and product/process innovation
research and development
37
component parts are grouped into modules that are easily replaced or interchanged
Modular design
38
producing standardized goods or services, but incorporating degree of customization in final goods or services
mass customization
39
ability to perform its intended function under prescrive set of conditions
reliability
40
item doesnt perform as intended
failure
41
its easier to design a product that is insensitive to environmental factors
taguchi's approach
42
failure happens when:(3)
- not operate at all
- substandard performance
- unintended purpose
43
determining specifications settings that will result in robust design
Parameter design
44
work as a team
concurrent engineering
45
Degree of newness(4)
1. modification of existing p/s
2. expansion of an existinf product line or service offering
3. Clone of competitor's p/s
4. New p/s
46
can result in diff. designs for diff. countries or regions
Cultural Differences
48
uses combined efforts of team of designers who work in diff. countries
Global product design
49
detailed descriptions of what is needed to meet or exceed customer wants
Prodcut specs
50
where product development begins
Idea generation
54
process specs: alternaatives must be weighed in terms of (4)
cost
availability of resources
profit potential
quality
55
make any necessary changes or abandon
design review
56
used to determine customer acceptance
Market test
57
if market test is unsuccessful, return to_____
design view phase
58
formulate cost targets
AFO
59
the process that will be needed to produce the product.
process specs
60
product designers that operates globally must take into account ________ in diff countries/region
cultural diff
61
two ways to recycle
RM are used to produce the product
| The product itself can be recycled
62
promotion of product
product introduction
63
a company that designs and builds a product based on its own specs and then sells it to another company for branding
Orig equipment manufacturer
64
determine if changes are needed and refine forecasts
follow up evaluation
65
Supply chain based sources (5)
suppliers, distributors, employees, maintenance, repair personnel
66
Classes of research
basic
applied
development
67
customers input can be obtained thru (4)
surveys
focus group
complaints
unsolicited suggestions
68
one of the greatest motivators for new and improved p/s
competitor based
69
converts the result of applied research into useful commercial applications
development
71
developing time and cost
profit
72
# translate customer wants and needs into p&s requirements
develop new p&s
formulate quality goals
construct and test prototypes
MO
73
Designing for manufacturing (5)
```
concurrent engineering
computer aided design
recycling
remanufacturing
components commonality
```
74
Economic
| LEN
- low demand
- Excessive warranty claims
- need to reduce cost
75
Advantages of concurrent engineering(3)
MP are able to identify production capabilities&capacities
Early consideration id technical feasibilty of particular design
Emphasis in problem resolution
76
Disadvantages of concurrent engineering
needs extra communication and flexibility
boundaries bet design and man. is diff to overcome
77
designer can modify an existinf design or create new ine in a monitor
computer aided design
78
benefits of CAD (3)
increase prod of designers
can supple needed info in product geometry and dimensions
allows designerd to perform engi
79
simultaneous development approach
concurrent engineering
80
Production Requirments(3)
Design for manufacturing
Design for assembly
Manufacturability
81
design the products that are compatible with an orgs capabilities
design for manufacturing
82
focuses on reducing the number of parts in a product and on assembly methods
design for assembly
83
ease of fabrication
manufacturability
84
facilitates recovery of materials and components in used products for reuse
design for recycling
85
refurbishing used products by replacinf worn-out or defective componentns and reselling the prod
remanufacturing
86
using fewer parts and less materials and using snap-fits
design fir dissasembly
87
products and services have high degree of similarity of features and components
components commonality
88
what does product and service design do?(7)
- refine existing p&s
- translate customer wants and need into p&s requirements
- develop new p&s
- formulate quality goals
- construct and test prototypes
- formulate cost targets
- document specifiactions
89
refine existing p&s
M
90
listening to and understanding the customer
centeal feature of quality function dep
91
where structure of QFD is based
set of matrices
92
fertile for achieving competitive advantage and/ir increasing customer satisfaction
product and service design
93
characteristic that gives basic level of satisfaction
must have
94
characteristic that makes steady increase in customer satisfaction
expected
95
charactersitic that gives disproportionate increase
excitement
96
an act, something that is done to or for a customer
service
97
includes facilities, processes and skills needed to provide the service
service delivery system
98
combination of goods and services provided to a customer
product bundle
99
essential/core features of a service
explicit services
100
ancillary/extra features
implicit services
101
2 key issues in service design
degree of variation in service req
degree if customer contact and customer involvment
102
cannot be inventories
service
103
generally tangible
product
104
created and delivered at the same time
service
105
creates waiting lines or idle service resources
demand variability
106
understanding customer expirience
customer perspective
107
focusing how to maintain control over service delivery to achieve customer satisfaction
customer pers
108
method used in service design to descrive and analyze a proposed service
service blueprintinf
109
sample products
prototype
112
market analysis, economic analysis and technical analysis
feasibility analysis
117
set of conditions which an item's reliability is specified. temp humidity
normal operating conditions
118
Cost or Availability
| RCL
- raw materials
- components
- labor
120
Phases in Product design and development
```
Idea Generation
Feasibility Analysis
Prod specifications
Process specifications
prototype dev
design review
market test
product introduction
follow-up evaluation
```
121
one or few units are made to see if there are any problems with product or process cpecs
prototype development
122
responsibility of a manufacturer for injuries or damages caused by faulty product
Product liability
127
advancing the state of knowledge about subj, without any near term expectation of commercial applicatilns
basic research
128
objective is to achieve commercial applications
applied research
135
overall measure of design effectiveness
Profit
138
Social and demographic
| AP
- Aging baby boomers
| - Population shifts
144
producing but not quite completing
delayed differentiation
152
Large quantities of identical items
Standardized products
156
one noted for particular quality
Merchant
173
time interval bet design and profit
Profit
