...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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...will brief discus what service design is and how it relates to the other design lens. I will also speak about how important it is when implementing or introducing a new product and what the processes of service design is and the importance of it when it comes to providing a service or new product. Service Design is the process of design a product that is useful and wanted by the consumer. In some case where there is a already existing service, service design helps to improve it and finds new ways o how to go about day to day activities of the product in other words bettering the service to please the consumer. The process includes the implemention of the product but also the end result what it expection of the consumer would...
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...Design of Goods and Services The concept of product life cycle applies to Regal Marine because Regal is constantly under pressure to introduce new products and those products have life cycles of relatively few years. This life cycle is a matter of typically less than five years before a boat is out of style and its life cycle terminated. This is a long life cycle compared to a newspaper or magazine, but if you are the production manager it seems rather short. Every product has a life cycle. Products are born. They live and they die. As the figure on the TUI case page shows, a product's life cycle can be divided into four phases: introduction, growth, maturity, and decline. We also see the four life cycle stages and the relationship of product sales, costs, and profit over. Regal Marine uses the strategy of differentiation. It differentiates its products through constant innovation, unique features, and high quality. Increasing sales at the Orlando, Florida, family-owned firm suggests that the strategy is working. Differentiation goes beyond physical characteristics to encompass everything about the boat that influences the value that the customers derive from it. Operations managers at Regal assist in defining everything about their boats that will influence the potential value to the customer. This may be the convenience of a broad product line, product features, or product service. Product service can manifest itself through convenience (location of boat distributors...
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...SUMMARY OF THEORETICAL READINGS CHAPTER 5: Design of Goods and Services BUS 502: Design of Goods and Service Many companies create variety of efficient and competitive ideas about their products and services to meet changing customers demand or target specific customer niches. Companies quickly design and create new innovations or new models to appeal to a variety of market niches. They also use new strategies and production techniques to make their product and service more competitive and satisfying to the customers. Product strategy defines the distance or length of the product line and links product decisions to investment and cash flow, market share and dynamics, product life cycle, and the organizations capabilities. GOODS AND SERVICES SELECTION Most companies concentrate or focus in selection of goods and services or product decision. They focus on creating a competitive advantage thru by differentiation in which companies’ can offer unique and high quality products, lower cost than their competitors, and rapid response to customers demand about executing rapid design and product development. Most of the companies give more attention or focus on product life cycle and strategy. Strategies change as product move through their life cycle. Product strategy involves selecting the best strategy for each product based on its position in the life cycle while product life cycle can be divided into four phases. In the introductory phase, product expenses are mostly high...
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...FOODSERVICE DESIGN Sales Operationas Manager- resolves daily issues and work staff to improve customer service. His/her purpose is to find ways to make the company more productive by providing effective methods in business operations. Restaurant Manager- She always wants to make sure that her staff are doing good job. Always give the best idea that can make and give. She’s not afraid of losing on inconsiderate client if she knows that she’s on the right position. Sales Manager- Responsible in recruiting and training sales staff, setting budgets/targets, liaising with other line managers, reporting back to senior managers. Assistant Restaurant Manager- Responsible for maintaining smooth operations within the dining room and bar open during the restaurant’s hour. Customer satisfaction is her primary goal. When the restaurant manager is not in the restaurant, she is the one who takes place the responsibilities. Account Manager- Account managers often work in the advertising, publishing and telecommunications or even the soft industry. The duties and responsibilities include the calling on clients, assessing their needs, processing the invoices and handling of any client’s questions and suggestions. Account Executive- involves providing an ongoing connection with the clients design to the executive. This may involve acting as the advocate for the client in the company, ensuring that the customer is receiving the care promised at the time the business relationship was established...
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...基于观察法的产品开发流程研究 ——IDEO设计方法分析 ∷王大龙 WANG Dalong Product Development Based on Method of Behavior ∷上海交通大学媒体与设计学院 Observation Study, IDEO Design Method Analysis 摘 要：IDEO作为国际顶尖设计公司有一套系统、精良的设计方法，在产品设计领域以其对消费者行为的观察和分析的 调研方法著称，本文以IDEO的Coasting自行车设计为例，从正反两方面提出并分析了该流程中的三个有价值的环节，即 基于行为分析的调研模式、并不充分的设计衔接以及整体解决问题的思路，一些结论希望对自己和设计同行有所帮助。 关键词：行为分析 行为观察 设计衔接 体验设计 整体化解决问题 Abstract: As a famous design company over the world,IDEO maintains the most professional design method system which is constructed around the core of behavior observation.This essay takes a bicycle design process as an example to get you into their design flow and tools which are explained through three aspects. Keywords: behavior observation, behavior analysis, design join, experience, systemic design method Internet 检索：http://www.artdesign.org.cn/ 一、案例介绍 战胜癌症重回赛场的美国人阿姆斯特朗连续七 届夺得世界最艰苦的环法自行车赛冠军，刺激了成 千上万的自行车爱好者选择高精尖的公路自行车和 相关装备，作为生产这些高精尖自行车核心部件的 日本Shimano公司自然受益超过其他公司。而调查却 显示：过去十年，“自行车迷”增长超过三倍，而 休闲自行车主却降低了差不多50%，整体的数字在 下降，没有创造新的消费者。现在有超过1.6亿的美 国人不骑自行车，这是一个很大的市场，他们为什 么不骑，怎样劝说他们？这些问题启发Shimano公司 去设计一辆新的自行车，规划自行车工业的未来。 I D E O成为了首先被想到的设计公司。采取他们特有 的那种基于观察的调研工作，而不是通过问卷和焦 点小组，设计工作开展起来了。 调查的结果就是设计一辆新的自行车，一辆回 到过去改变未来的自行车。但是S h i m a n o只销售配 件，不销售自行车。但为了实现这种把自行车带回 大众的观点，S h i m a n o和它的O E M作沟通。I D E O根 据调研得来的大众意见制造了原型样机，简单、舒 适、可承担、随时能用、有些传统但是要创新、少 一些健身的多一点快乐的。任何创意都考虑到了， 方便的搭连在汽车上，把手上内置咖啡杯座，轮胎 上内置反光灯，内置花瓶，铃声可下载和可定制， 他们甚至在公司后面的小道上用方向盘来操控自行 车。最后的Coasting自行车（新的车模名字），看 上去并不是特别的创新感，提高手把，让骑车者 不需要满背偻腰，横挡降低，让人可以自然的坐上 去。整体来说，把自行车融入它的环境中。细节有...
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...Mr. Slack New Service Design “Healthy Portions” EMBA – Operations Management Table of Contents 1. Introduction 3 2. Overview of Organization 3 2.1. Market Analysis 3 2.2. Current Services 4 2.3. Competitive Strategy 4 3. New Service Proposal 4 4. Competitive Analysis 5 5. Service Concept 7 6. Operations Strategy 8 6.1. Operational Fit 10 6.2. Trade Offs 10 7. Critical Success Factors 10 8. Conclusion 11 9. Appendix 12 Figure 1: Porters Five Forces Model 12 Figure 2: House of Quality 13 Figure 3: Strategy Canvas 14 Figure 4: Key Success Factors and Activity Map 14 Figure 5: Healthy Portions Conceptual Floor Plan 15 1. Introduction The health food industry is not new, but our restaurant service offering is. Understanding the needs and wishes of those with specific health challenges is becoming more important for the foodservice industry as a whole. With an increasing number of people dealing with serious health issues such as with diabetes, celiac, high cholesterol, and high blood pressure they will expect restaurants to offer solutions. There are hundreds of thousands of websites that provide tips on how to order healthy choices when dining out but should you really have to question the server about everything on a menu, or about how the food is prepared? However if you have diabetes, you need to concern yourself with what you are eating, how much you are eating and when you are eating during the day. Are...
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...Dieter Braun o p e r a t i o n s p r a c t i c e The human factor in service design John DeVine, Shyam Lal, and Michael Zea Focus on the human side of customer service to make it psychologically savvy, economically sound, and easier to scale. Poor customer service isn’t a headache just for consumers; it’s a problem that vexes senior managers too. Balancing the trade-offs between the cost of services and the customer experience benefits they provide is difficult. Ensuring that frontline workers can efficiently and consistently execute service offerings across a far-flung organization is harder still. Along the way, many com- panies lose sight of what makes human beings tick—for instance, by overlooking well-known principles of behavioral science when delivering services—and thus unwittingly predispose customers to dissatisfaction. At the same time, the customer service landscape is changing as social media and new mobilephone technologies give com- 2 panies unprecedented access to data on customer interactions, while the technologies are changing the nature of the interactions themselves—for example, by amplifying the speed and impact of customer complaints. 1 How human is our service? Three questions Against this backdrop, some organizations are making strides in the design and delivery of services. By focusing more thoughtfully on the human side of customer service, these companies are lowering costs by 10 percent or more while improving customer...
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...with the flair for design. Working with local furniture and accessory stores, paint shops, carpet and drapery outlets to coordinate clients’ interiors. The difference between Interior Designer and Interior Decorator is quite simple to be an Interior Decorator requires no education or certificates. However an Interior Designer must have a Bachelor’s degree in Designing at a technical institute, community college, or a school of design. With Any true professional Home Designer/Interior Decorator will automatically know the key to getting in the door of this type of business is by decorating their own home first. NUMBER OF EMPLOYEES: Positions will be broken down and chosen between 15-20 employment Positions, and those are as follows: Corporate location: Owner/President/CEO of the company-01, (Co-owner) Vice President-02, Human Resources-03, and W1 location includes: Head Design Supervisor, Architects-04, and Engineers-05, W2 location includes: Supervisor-06Executive Assistant-05, Administrative Assistant-07, Designers-08, and Planners-06 QUALIFICATIONS INCLUDE: All applicants must be able to pass a Pre- Employment drug screen, must be trained professionals that has been awarded their BA degree in interior design and décor and the qualifications may include passing the NCIDQ (National-Council for interior Design Qualification) exam to receive their license and must identify the license process for interior design license to practice interior design according to the state...
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...Generic approaches to service system design production-line approach routine services can be delivered through this approach, services are provided in a controlled environment to ensure consistent quality and efficiency of operation. a service taking this approach could gain a competitive advantage with a cost leadership strategy. this approach attempts to translate a successful manufacturing concept into the service sector. limited discretionary action of personnel a feature that contributes to the production line approach's success. standardization and quality (defined as consistency in meeting specifications) are the hallmarks of a production line. for standardized routine service, consistency in service performance would be valued by customers. because of this, employees have little power to make decisions in producing a product or service and the customer can thus expect identical service at any location of a particular operation. division of labor a feature that contributes to the production line approach's success. the production-line approach suggests that the total job be broken down into groups of simple tasks. task grouping permits the specialization of labor skills, and the division of labor allows one to pay only for the skill that's required to perform the task. this raises criticisms of many service jobs being min-wage, dead end, and low-skill jobs. substitution of technology for people a feature that contributes to the production line approach's success...
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...EXECUTIVE SUMMARY Training Design for GM's Service Advisor's December 7, 2011 This reported was constructed by Team Easy A’s and was designed to provide insight of how making certain policy changes and implementing different training methods is crucial to enhance customer satisfaction and ensure more consistent and sustained business. A survey was created and deployed to customers with the intent of finding out which areas where lacking. The survey had questions pertaining to levels of satisfaction after recent service repairs, communication and notifications after the service was completed. The information that was obtained was invaluable in finding out what was needed to complete the training design and ensure training transfer. The literary research exemplifies that dealerships rely heavily on their customer bases. Customer service goes well past being polite at the door; it also involves being relevant in the community and not taking customers loyalty for granted. It is important to always be mindful of the areas of customer service that will always need to be constantly improved upon. The main issue that was discovered dealt with customers not being appropriately informed of the cost and time it would take to finish their repairs. These issues could have been avoided if the promise times were more conducive to the actual abilities of the mechanics being able to finish the service on time. It is important for Service Advisors to be as accurate as...
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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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...Importance of Website Design Quality and Service Quality in Determining Consumers’ Online Repurchase Behavior Tao Zhou, Yaobin Lu and Bin Wang 2010, Information Systems Management 2012 The Relative Importance of Website Design Quality and Service Quality in Determining Consumers’ Online Repurchase Behavior Tao Zhou, Yaobin Lu and Bin Wang 2010, Information Systems Management 2012 Analysis of “The Relative Importance of Website Design Quality and Service Quality in Determining Consumers’ Online Repurchase Behavior” Buying products and services on the Internet has become more popular worldwide. According to Zhou, Lu and Wang, (2009), over 298 million people use the Internet with 24.8 percent of these people making online purchases (p. 327). Website design quality and service quality are both important, but how do these affect consumer behavior? Website design definitely affects the first purchase of an item as customers as they eagerly decide to buy or decide not to buy, but what factors determine whether customers continue to buy? Website design quality is important because attracts customers to keep coming back to the website whether it is a simple thank you to keeping track of customer orders that have become complicated. Website design quality attracts customers to the website while service quality makes a difference by taking care of the service needs of the customer. Zhou, Lu, and Wang (2009) hypothesis that “compared with website design quality, service quality has a stronger...
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...Research report Job Services Australia: design and implementation lessons for the British context by Dan Finn Department for Work and Pensions Research Report No 752 Job Services Australia: design and implementation lessons for the British context Dan Finn A report of research carried out by the Centre for Economic and Social Inclusion on behalf of the Department for Work and Pensions © Crown copyright 2011. You may re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. To view this licence, visit http://www.nationalarchives.gov.uk/doc/open-government-licence/ or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gsi.gov.uk. This document/publication is also available on our website at: http://research.dwp.gov.uk/asd/asd5/rrs-index.asp Any enquiries regarding this document/publication should be sent to us at: Department for Work and Pensions, Commercial Support and Knowledge Management Team, Upper Ground Floor, Steel City House, West Street, Sheffield S1 2GQ First published 2011. ISBN 978 1 84712 986 4 Views expressed in this report are not necessarily those of the Department for Work and Pensions or any other Government Department. Contents iii Contents Acknowledgements ..................................................................................................................................
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...Design of goods and services at nestle As consumers become increasingly demanding of more social and environmental sustainability efforts from their favorite brands, Nestlé is one multinational that is responding in kind. The challenges for the world’s largest food company, however, are as complicated as the company’s long and tangled supply chain. Nestle is turning to lifecycle assessments, the latest in eco-design software and more sustainable innovations across the company’s operations and supply chain. From agriculture to packaging, Nestlé now competes with other leading consumer goods companies such as Unilever and P&G that are mitigating their impact on the environment and society while still providing value to consumers. Now Nestlé is in the midst of a massive reset as it reevaluates everything from its energy portfolio to the impact of water scarcity on its suppliers across the globe. Ecodex Nestlé’s sustainability and product development teams start with software programs such as Ecodex, which allows users to evaluate products’ impacts based on a variety of hypothetical criteria. By simulating changes in a design, recipe or manufacturing process, or even geographic shifts in sourcing, a Nestlé employee can view that proposed redesigned product’s ramifications on climate change, energy consumption, land use and effects on local water supplies and waste streams. The tool uses information specific to the food and beverage industry to provide rapid and accurate...
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