1. Product and Service Design
Lecture 11
Product and Service Design
Operations Management, Eighth Edition, by William J. Stevenson
Copyright © 2005 by The McGraw-Hill Companies, Inc. All rights reserved.
McGraw-Hill/Irwin

2. Designing for Manufacturing
Design for Assembly (DFA)
Design for Manufacturing (DFM)

3. Designing for Manufacturing
Design for Assembly (DFA)
Design focuses on reducing the number of parts in a product and on assembly methods and sequence.
Design for Recycling (DFR)
Design allows and facilitates the recovery of material of materials and components from used products for reuse.

4. Remanufacturing Remanufacturing
Using some of the components of the old products in the manufacture of new products.

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

6. Reverse Engineering Reverse engineering is the
dismantling and inspecting of a competitor’s product to discover product’s improvements.

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

8. Taguchi Approach Robust Design
Some factors are controllable and some are
uncontrollable

9. Concurrent Engineering Advantages
Early warning system which indicates the problem area and how to eliminate that problem.
You are in a position to make product, improve its performance and different features.

10. Service Design Service is an act. Service delivery system:
Facilities
Processes
Skills
Many services are bundled with products.

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

12. Service Design Service Service delivery system Product bundle
Service package

13. Differences Between Product and Service Design
Products are Tangible and generally services are intangible.
Services are created and delivered at the same time.
Services highly visible to customers and should be designed with that in mind.
Services cannot be inventoried.

14. Differences Between Product and Service Design
Location important to service design.
Services have low barrier to entry.

15. Good Service Spectrum Steel Production Automobile Manufacturing
Farming
Auto/Appliance Repair
Manual Car Wash
Increasing
Goods Control
Teaching
Increasing
Service Content

16. Phases in Service Design
Conceptualize
Identify service package components
Determine performance specifications
Translate performance specifications into design specifications
Translate design specifications into delivery specifications