...STUDY OUTLINE FOR CHAPTER 4 PRODUCT AND SERVICE DESIGN 1. Why is product or service design strategically important? Product and service design has typically had strategic implications for the success and prosperity of an organization. Furthermore, it has an impact on future activities. Consequently decisions in this area are some of the most fundamental that managers must make. 2. List some of the things that product and service design does. 1)Translates customer wants and needs into product and service requirements. 2)Refine existing products and services. 3)Develops new products and/or services 4)Formulates quality goals, and cost targets. 3. Give a few examples for each of these major reasons for design or redesign: Economic -low demand, excessive warranty claims, the need to reduce costs. social and demographic -Aging baby boomers, population shifts. political, liability, legal -Government changes, safety issues, new regulations. Competitive -New or changes products or services, new advertising/promotions cost or availability -Raw materials, components, labor, water, energy Technological -Product components, processes 4. What are the key questions of product and service design? 1)Is there demand for it? What is the potential size of the market, and what is the expected demand profile? 2)Can we do it? Do we have the necessary knowledge, skills, equipment, capacity, and supply chain...
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...Operation Management Product and Service Design Mc Donald Company By Dimas Candrika Usman Priyandono Magister Manajemen Fakultas Ekonomika dan Bisnis Universitas Gadjah Mada 2015 History of Mc Donald McDonald's Corporation is a fast food restaurant which is very famous and is one of the largest and has spread globally. The main dish in restaurants McDonald's is a hamburger, but also serves soft drinks, french fries and dishes that are maked to the restaurant where it is located. McDonald's emblem is two yellow bow that is usually displayed outside their restaurant and can be immediately recognized by the public. The company's business began in 1940 with the opening of a restaurant by Dick and Mac McDonald in San Bernardino, California. They introduced the "Speed Service System" in 1948, which later became the basis pinsip modern fast-food restaurant. Early McDonald's mascot, named Speede, is a man with a hamburger-shaped heads that use a chef's hat. Speed was replaced by Ronald McDonald in 1963. McDonald's does not currently make 1940 as the year of birth of the McDonald's restaurant. They selected 15 April 1955 when Ray Kroc bought McDonald's franchise license from Dick and Mac in Des Plaines, Illinois, as the day of his birth. Kroc later bought shares of McDonald's brothers and led the company to expand to the whole world. McDonald's shares went on sale to the public in 1965. Until 2004, McDonald's has 30,000 restaurants around the world with an average...
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...Capitalism Final 12/18/2014 Consumer Capitalism: Needs and Wants, Ecology and Design A need is something we have to have, something we can't do without. A want is something we would like to have, not absolutely necessary, but it would be a good thing to have. Unfortunately, need is only a small part of why shoppers buy things. There are two solutions to solve this problem. First is that we must find a way to balance our needs and at the same time take nature, the source of ours goods, into consideration. In other words, mass production from toxic factories must be decreased and other eco-friendly solutions must be adopted for a better and sustainable world. The second solution has to be done by designers, along with business owners and advertisers; they have the power to manipulate consumers. Instead of making people buy products that they want and not need, they can find a way of balancing between the two by designing, advertising and selling products that support reasonable standards of living. Industrial and product designers must prioritize the importance of functionality and durability in the process of design. In other words, when they design a product, they must focus on the needs and the importance of the products function in addition to its materials so it lasts longer. If all industrial designers focused more on these two aspects and less on the “beauty” or aesthetics of objects, then our whole world will consume less. But first...
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...| |Academic & Professional Qualifications: | | |BSc (Eng), MPhil (H.K.); MBA (C.U.H.K.); PhD[PolyU (H.K.)], MemACM; MemASME; MemIEEE | | | | | |Research Interests: | | |Mechatronics; computational intelligence; computer vision. | | | | | |FG638 | | |Tel: 2766-6659 | | |E-mail: mmdwyuen@polyu.edu.hk | | | | |PROJECT BASED LEARNING | | | |David YUEN | |Department of Mechanical Engineering, The Hong Kong Polytechnic University ...
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...Running head: DESIGN HISTORY An analysis of Tony Fry’s approaches to studying and representing design history Name: University: Course: Tutor: Date: Introduction For a long time, there have been discussions concerning the rewriting of design history. Consequently, the need to re-invent disciplines and approaches to design history has sparked greater intellectual probe on issues of sustainability and credibility. This paper seeks to critically analyze some of the various approaches to studying and representing design history as argued by Tony Fry. The paper will discuss connoisseurship and the object in space and finally assess there effects on the understanding of research design. Design history can be succinctly defined as the study of design based on their respective historical and stylistic contexts. As a discipline, design history has its roots in Britain in the early 1970s. The existing literature indicates that, design history encompasses wide range of issues that revolve around various spheres of the society including social, political, technical, cultural and technical aspects of the society. Consequently, some of the various objects of study include crafts, industrial design, product design, interiors, and fashion among other artistic features (Lees-Maffei, 2009; Clark & Brody, 2009). Furthermore, the original design history has undergone tremendous changes based that have largely shaped the discipline. Fallan (2010) contends that, design history can be...
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...INDUSTRIAL DESIGN Product Design Industrial design is the use of both applied art and science to create and develop products that benefit both the user and manufacture. Industrial designers also known as Product designers prepare drawings and illustrations of products that assist in the decision making process. Once the decisions have been made they then prepare the models or prototypes to be demonstrated or tested. However products such as textiles and furniture have designers who specialise in their development. From original idea to final product there is a long and involved process even for something as simple as a small home appliance. A large amount of development time is required to design a product that is marketing success. Industrial designers Paul Taylor and Gerry Mussett designed the Axis kettle in 1993. Although Gerry Musset explains how Kambrook and The Key Centre for Design were involved in the concept development and models he left the project when it got to the production drawing stage. Kambrook then took over the kettle’s production. The Axis kettle is designed for all demographics with safe, convenient everyday use, easy to pick up, cordless electrical connection, at affordable prices. Constructed mostly of stainless steal or plastic materials. In time researchers observed that kettles were often over filled and that users would typically boil a kettle and walk away only to return and boil it again. To try and prevent this from happening the...
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...Executive Summary - Process Design Matrix Sayurii Slade OPS/571 March 25, 2015 Cody Smith Appendix A - Process Design Matrix |Process Design Aspect |Drive-thru Car Wash (Service) |Portable Generators (Product) | |Design focal point |Customer |End user | |Strategy |Speedy delivery, customer treatment | | |Process design approach |Designing for the customer, easy access |Contract manufacturer, access to a variety | | |to car wash stations |of markets, increase customer benefits, | | | |difficult to imitate, design for the | | | |customer | |Process map |Flow chart |Service blueprint | |Process Performance Measurement |Customer surveys, mean, standard |Production cycle, defects, time to market, | | ...
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...Week 5 Ch. 4 - Process Design Inggang Perwangsa Nuralam, SE., MBA. Process Design Tujuan: • Apa itu Process Design? • Apa Maksud/Tujuan yang harus dimiliki Process Design? • Bagaimana Volume & Variety mempengaruhi Process Design? • Bagaimana Proses di Desain secara detail? • Products, services and the processes which produce them all have to be designed. Produk, layanan, dan proses perlu untuk di desain. • Decisions taken during the design of a product or service will have an impact on the decisions taken during the design of the process which produces those products or services and vice versa. Keputusan yang diambil selama mendesain produk dan layanan akan mempunyai dampak pada keputusan yang diambil selama mendesain proses; yang menghasilkan produk dan layanan tesebut. Process Design (Desain Proses) Products / Services Effective Product / Service Offered The Smart car uses environmentally friendly design principles • There are different ‘process types’. Ada beberapa perbedaan Tipe Proses • Process types are defined by the volume and variety of ‘items’ they process. Tipe Proses di definisikan dengan Volume dan Variasi item (barang/jasa) yang diproses • Process types go by different names depending on whether they produce products or services. Tipe Proses berjalan dengan perbedaan nama, tergantung pada apa yang diproduksi / dilayani. Manufacturing process types Project processes • One-off...
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...to deliver service excellene embodied in the product. With those employees, we have to make idea generatiion and concept developmeent testing. After that, systems for NSD should be established to do business analysis. At this point, we should consider that social norms need to be considered. Next, we have to gain significant competitive advantage based on innovative technology. Then, we can test our product and marketing with those enablers. Lets make an exmaple 1. Sk has to hire the technician and engineer for developing network(idea) 2. Sk has to analyze whether this idea is economically, technologically and socially acceptable. 3. Sk has to test the service if it works or not based on the technology given. Lastly, if it works, Sk can launch this service product. 2. In Strategic position, there are 2 types of structural alternatives, which are lower complexity and higher complexity. Int his process, complexity means that if degree of complexicity is high, then more personalized and customized products are available. on the other hand, if degree of complexity is low, then it leads to more standard service. Let s assume we are running a clothing store. We currently have lauched 4 basic color t shirs. in order to make more profits, we have launched more types of t shirt, and finally it brings more revenues. on the other hand, we can reduce the number of T shirts design to be unique or very high qualtiy. 3. There are 4 types of approach to service design First approach...
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...Marketing is all about delighting the customers. Discuss the theory and then give practical, real examples of how various products or services are delighting their customers today. Also provide your own ideas of how these products or services could further improve in the future. Introduction Nowdays, Marketing is all about delighting the customers, This concept has been deeply rooted. Most of the companies by all means for customers to please, but in fact it is useful to please the customer? In this essay, it will let us understand the production concept, product concepts, marketing concepts, marketing concepts and the meaning of the concept of social marketing, background and links between various ideas and differences, understand the new development of enterprise marketing management. We know that marketing is targeted at customers, so we should be aware of what customers, business trends, through what channels make customers happy. Body Customer satisfaction is a product that customers meet their needs and expectations of performance to compare the sensation of the state, from the customer point of view the value of enterprise products and services, the subjective evaluation. If the performance is less than expected, customers will be satisfied; if performance and expectations rather, the customer will be satisfied; if the performance is greater than expected, customers will be satisfied. The formation of customer expectations, depending on the customer experience...
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...SERVICE DESIGN Assessment of service system at Toyota retail outlet in East London in terms of * Service delivery system * Use of technology in service system * Employees they use Service delivery Find out what is their service delivery method in terms of cross-functionality as against functionality ( is there cooperation between marketing, sales, finance and accounting). Find out the method they use to assess the level of customer satisfaction in terms of( meeting customer requirements, extent of customer involvement in decision making and how customers perceive their service). Find out how they achieve customer contact and choice of staff for front line and back office. How they restore customer trust and belief though service recovery and guarantees. Use of technology What technology and how they use technology to achieve customer contact support for front line staff and back office staff. Find out if they outsource some of their service such as IT maintenance and call centres or have them internal. Employee they use How do they achieve internal service quality though employee retention, employee productivity, employee satisfaction, employee training and development and employee support. PRODUCT DESIGN Assessment of product design at Toyota production plant Assess what strategy they use for new product introduction in terms of Market pull, technology push or Inter-functional view. Assess their product development process in terms of product...
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...Essays on Service Improvisation Competence: Empirical Evidence from The Hospitality Industry A Dissertation Presented to the Graduate School of Clemson University In Partial Fulfillment of the Requirements for the Degree Doctor of Philosophy Management by Enrico Secchi August 2012 Accepted by: Dr. Aleda V. Roth, Committee Chair Dr. Thomas A. Mroz Dr. Gulru Ozkan Dr. Rohit Verma Abstract This dissertation explores the service design antecedents and the performance outcomes of Service Improvisation Competence (Serv–IC)—the ability of service employees to deviate from established processes and routines in order to timely respond to unexpected events, using available resources. Service operations and strategy research have strongly highlighted the importance of possessing flexibility in order to face the uncertainty derived from the interaction with the external environment (Tansik and Chase 1988, Eisenhardt and Tabrizi 1995, Brown and Eisenhardt 1998, Frei et al. 1999, Menor et al. 2001, Frei 2006). An important component of the ability of service firms to adapt to customer requests, expectations, and needs rests in the systemic ability of frontline employees to creatively adapt to the challenges posed by the constant struggle to satisfy customers. This dissertation is composed of three essays. In Essay 1, we build the theoretical framework necessary to advance a theory of Service Improvisation Competence, and we propose a nomological network that links service delivery...
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...Process Design Matrix- Executive Summary OPS/571 February 15, 2016 Teresa N. Banks Process Design Matrix & Summary The product design of Mary Kay focuses on the product life cycle, but a service design focuses on the services provided and customer experiences. The production process, when manufacturing a product, it must go through several stages of the product life cycle. The difference in a product and service design is putting the focus on people instead of the thing. The service process focuses on how well the company production system works Mary Kay Products Design focal Point: The need for qualified products helps show customers they are getting a safe product to better their life. Mary Kay is a large company that has worked hard to build it into a multi-billion dollar company. The company has been to provide customers a chance for employment too. Process Design Approach: The strategy for Mary Kay is to compete with other cosmetic product distributors and provide a high-quality product at a competitive cost. By doing this, it gives them that competitive edge to stay at the top. Quality: The quality of services will affect all customers that come in contact with our personal and cosmetic products. Therefore, the company is liable by law to provide something for human consumption. Mary Kay offers a broad variety of competitive products such as anti-aging formula, hand and lip protection products, and personal care items for men...
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...CHAPTER 12 PRODUCT AND SERVICE DEVELOPMENT AND ORGANIZATION Introduction The development of new and innovative products and services is clearly of tremendous importance to most organizations. Without a stream of appropriate innovation a company leaves itself vulnerable to having to react to however its competitors decide to innovate. In fact many authorities would disagree with our decision to cover the topic in just one chapter and as part of operations strategy at all. They would say that new product and service development is one of the three major processes that any organization must master in order to succeed (the other two of course being operations and marketing). We would agree with this. In fact, it is because the topic is so important that we include it within our broad treatment of operations strategy; it is not that new product and service development is a subset of operations strategy, rather it is that no operations strategy could regard itself as complete without an understanding of how it interrelates with new product and service development strategy. The way have decided to treat the subject is to look at it through an operations strategy “lens” and explain it in terms of one of the models we introduced earlier – the operations strategy matrix. Most of the chapter is devoted to developing that particular perspective. However, prior to that it discusses the relationship between new product and service development and process development. Key points ...
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...Customer Experience The importance of strategic design of servicescape is to create the customer experience towards to service given. Servicescape term coined by Bitner (1992) as the physical environment as designed by service organizations to facilitate the provision of service offerings to spectators which comprise both tangible and intangible aspects. Through these physical environments that have been designed to ensure that the customer could at least feel the service. Thus, this created the experience than never been offered by other Service Company. If the servicescape was designed very well it might give the customer the best experience that indirectly will created commitment and loyalty from the customer to the organization. In the other note, customer experience also could help the organization in designing their serviscape. This could be more successful ways because from the feedback of customer experience that the organization gets, the organization knows what is it that they missed or any important element that they need to improve in designing their servicescape. As for our refered company, DHL can use their customer experience in designing their servicescape. For example, the packaging of their brand in every product that they delivered helps providing the customer the experience towards theirs services as it shows the organization image and convey an external image of what is inside to customers. This element is importance to give the experience to the new customer...
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