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Chapter 4. Product and Service Design. Learning Objectives. You should be able to: Explain the strategic importance of product and service design Identify some key reasons for design or redesign Recognize the key questions of product and service design

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chapter 4

Chapter 4

Product and Service


learning objectives
Learning Objectives
  • You should be able to:
    • Explain the strategic importance of product and service design
    • Identify some key reasons for design or redesign
    • Recognize the key questions of product and service design
    • List some of the main sources of design ideas
    • Discuss the importance of legal, ethical, and sustainability considerations in product and service design
    • Explain the phrase “the 3 Rs”
    • Briefly describe the phases in product design and development
    • Know several definitions in manufacturing design (concurrent engineering, CAD, production requirement, component commonality)
    • Recognize several key issues in service design
    • Assess some of the challenges of service design

Instructor Slides

strategic product and service design
Strategic Product and Service Design
  • The essence of an organization is the goods and services it offers
    • Every aspect of the organization is structured around them
  • Product and service design (or redesign) should be closely tied to an organization’s strategy


reasons for design or re design
Reasons for Design or Re-Design
  • The driving forces for product and service design (or redesign) are market opportunities or threats:
    • Economic
      • Low demand, excessive warranty claims, need to reduce costs
    • Social and Demographic
      • Aging populations, population shifts
    • Political, Liability, or Legal
      • Government changes, safety issues, new regulations
    • Competitive
      • New or changed products and services, new advertising/promotion
    • Cost or Availability
      • Raw materials, components, labor, water, energy
    • Technological
      • Product components, processes


key questions for the organization
Is there a demand for it?

Market size

Demand profile (short/long-term, slow/fast growth)

Can we do it?

Manufacturability- the capability of an organization to produce an item at an acceptable profit

Serviceability- the capability of an organization to provide a service at an acceptable cost or profit

What level of quality is appropriate?

Customer expectations

Competitor quality

Fit with current offering

Does it make sense from an economic standpoint?

Liability issues, ethical considerations, sustainability issues, costs and profits

Key Questions for the Organization


phases in products design development
Feasibility analysis (marketing, finance, accounting, engineering, operations)

Demand, development and production cost, potential profit, technical analysis, capacity req., skills needed, fit with mission.

Product specifications (legal, marketing, operations)

What’s needed to meet customer wants

Process specifications (accounting and operations)

Weigh alternative processes in terms of cost, resources, profit, quality

Prototype development

Few units are made to find problems with the product or process

Design review

Changes are made or project is abandoned

Market test

Determine customer acceptance. If unsuccessful return to Design-review.

Product introduction (marketing)


Follow-up evaluation (marketing)

Based on feedback changes may be made.

Phases in ProductsDesign & Development


idea generation supply chain based
Ideas can come from anywhere in the supply chain:


Surveys, focus groups, complaints, suggestions




Idea GenerationSupply-Chain Based


idea generation competitor based
Idea GenerationCompetitor-Based
  • By studying how a competitor operates and its products and services, many useful ideas can be generated
  • Reverse engineering
    • Dismantling and inspecting a competitor’s product to discover product improvements


idea generation research based
Research and Development (R&D)

Organized efforts to increase scientific knowledge or product innovation

Cost is high (IBM $5 billion/year, HP $4 billion/year, Toshiba $3 billion/year)

Basic research

Has the objective of advancing the state of knowledge about a subject without any near-term expectation of commercial applications

Applied research

Has the objective of achieving commercial applications


Converts the results of applied research into useful commercial applications.

Idea GenerationResearch Based


design considerations legal
Design Considerations - Legal
  • Legal Considerations
    • Product liability
      • The responsibility a manufacturer has for any injuries or damages caused by as faulty product
      • Some of the concomitant costs
        • Litigation
        • Legal and insurance costs
        • Settlement costs
        • Costly product recalls
        • Reputation effects
    • Uniform Commercial Code
      • Under the UCC, products carry an implication of merchantability and fitness

Instructor Slides

design considerations ethics
Design Considerations - Ethics
  • Designers are often under pressure to
    • Speed up the design process
    • Cut costs
  • These pressures force trade-off decisions
    • What if a product has bugs?
      • Release the product and risk damage to your reputation
      • Work out the bugs and forego revenue

Instructor Slides

design considerations sustainability
Design Considerations - Sustainability
  • Sustainability
    • Using resources in ways that do not harm ecological systems that support human existence
  • Key aspects of designing for sustainability
    • Cradle-to-grave assessment (Life-Cycle assessment)
    • End-of-life programs
    • The 3-Rs
      • Reduction of costs and materials used
      • Re-using parts of returned products
      • Recycling

Instructor Slides

cradle to grave assessment
Cradle-to-Grave Assessment
  • aka Life-Cycle Assessment (LCA)
  • The assessment of the environmental impact of a product or service throughout its useful life
    • Focuses on such factors as
      • Global warming
      • Smog formation
      • Oxygen depletion
      • Solid waste generation
    • LCA procedures are part of the ISO 14000 environmental management procedures

Instructor Slides

end of life eol programs
End-of-Life (EOL) Programs
  • EOL programs deal with products (business and consumer) that have reached the end of their useful lives
  • The goal of such programs is to reduce the dumping or incineration of products (e.g., electronics) which may pose hazards to the environment

Instructor Slides

reduce costs and materials
Reduce: Costs and Materials
  • Value analysis
    • Examination of the function of parts and materials in an effort to reduce the cost and/or improve the performance of a product
    • Common questions used in value analysis
      • Is the item necessary; does it have value; could it be eliminated?
      • Are there alternative sources for the item?
      • Could another material, part, or service be used instead?
      • Can two or more parts be combined?
      • Can specifications be less stringent to save time or money?
      • Do suppliers/providers have suggestions for improvements?
      • Can packaging be improved or made less costly?

Instructor Slides

re use remanufacturing
Re-Use: Remanufacturing
  • Remanufacturing
    • Refurbishing used products by replacing worn-out or defective components
      • Can be performed by the original manufacturer or another company
    • Reasons to remanufacture:
      • Remanufactured products can be sold for about 50% of the cost of a new product
      • The process requires mostly unskilled and semi-skilled workers
      • In the global market, European lawmakers are increasingly requiring manufacturers to take back used products
    • Design for disassembly (DFD)
      • Designing a product to that used products can be easily taken apart

Instructor Slides

  • Recycling
    • Recovering materials for future use
      • Applies to manufactured parts
      • Also applies to materials used during production
    • Why recycle?
      • Cost savings
      • Environmental concerns
      • Environmental regulations
    • Companies doing business in the EU must show that a specified proportion of their products are recyclable
    • Design for recycling (DFR)
      • Product design that takes into account the ability to disassemble a used product to recover the recyclable parts

Instructor Slides

other design considerations
Other Design Considerations
  • Human factors (ease of use, etc)
  • Cultural factors
  • Strategies for product or service life stages
  • Standardization
  • Product or service reliability
  • Product or service robustness
  • Degree of newness

Instructor Slides

product s ervice l ife s tages
Product/Service Life-Stages

Discontinue? Replace? Find new uses

high cost, low demand, possibly quality issues, getting first into the market

lower cost, increased demand, higher reliability

low cost, high productivity, standardization, few design changes are needed , higher reliability


  • Standardization
    • Extent to which there is an absence of variety in a product, service, or process
      • Products are made in large quantities of identical items
      • Every customer or item processed receives essentially the same service


  • Fewer parts to deal with in inventory and in manufacturing
  • Reduced training costs and time
  • More routine purchasing, handling, and inspection procedures
  • Orders fillable from inventory
  • Opportunities for long production runs and automation
  • Need for fewer parts justifies expenditures on perfecting designs and improving quality control procedures
  • Disadvantages
  • Designs may be frozen with too many imperfections remaining
  • High cost of design changes increases resistance to improvements
  • Decreased variety results in less consumer appeal


designing for mass customization
Mass customization

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

Facilitating Techniques

Delayed differentiation

Modular design

Designing for Mass Customization


delayed differentiation
Delayed Differentiation

The process of producing, but not quite completing, a product or service until customer preferences are known

e.g., Produce a piece of furniture, but do not stain it; the customer chooses the stain


Delayed Differentiation


modular design
Modular Design
  • Modular Design
    • A form of standardization in which component parts are grouped into modules that are easily replaced or interchanged
      • e.g., PC
      • Advantages
        • easier diagnosis and remedy of failures
        • easier repair and replacement
        • simplification of manufacturing and assembly
        • training costs are relatively low
      • Disadvantages
        • Limited number of possible product configurations
        • Limited ability to repair a faulty module; the entire module must often be scrapped


  • Reliability
    • The ability of a product, part, or system to perform its intended function under a prescribed set of conditions
    • Failure
      • Situation in which a product, part, or system does not perform as intended
    • Reliabilities are always specified with respect to certain conditions
      • Normal operating conditions
        • The set of conditions under which an item’s reliability is specified

Instructor Slides

robust design
Robust Design
  • Robust design
    • A design that results in products or services that can function over a broad range of conditions
      • The more robust a product or service, the less likely it will fail due to a change in the environment in which it is used or in which it is performed
    • Pertains to product as well as process design
      • Consider the following automobiles:
        • Ferrari Enzo
        • Toyota Avalon
          • Which is design is more robust?

Instructor Slides

designing products for production
Concurrent engineering

Computer-Assisted Design (CAD)

Production requirements

Component commonality

Designing (products) for Production*


1 concurrent engineering
Concurrent engineering

Bringing design and manufacturing engineers together early in the design phase

manufacturing personnel, marketing and purchasing personnel in loosely integrated cross-functional teams

Views of suppliers and customers may also be sought

The purpose:

is to achieve product designs that reflect customer wants as well as manufacturing capabilities

1. Concurrent Engineering*


2 computer aided design cad
Increases designers’ productivity.

Directly supplies information to manufacturing (dimensions, material, tolerance).

Some systems can perform engineering and cost analysis.

Shortens time-to-market

2. Computer Aided Design (CAD)*


3 production requirements
Designers must take into account production capabilities



Types of materials



Special abilities

When opportunities and capabilities do not match management must consider expanding or changing capabilities.

Related concepts:

Design For Manufacturing (DFM)

Design For Assembly (DFA)


3. Production Requirements*


dfm and dfa
  • Design for Manufacturing (DFM)
    • The designing of products that are compatible with an organization’s abilities
  • Manufacturability
    • Ease of fabrication and/or assembly
    • It has important implications for
      • Cost
      • Productivity
      • Quality
  • Design for Assembly (DFA)
    • Design that focuses on reducing the number of parts in a product and on assembly methods and sequence.


4 component commonality
When products have a high degree of similarity in features and components, a part can be used in multiple products (HP’s universal power source)


Savings in design time

Standard training for assembly and installation

Opportunities to buy in bulk from suppliers

Commonality of parts for repair

Fewer inventory items must be handled

4. Component Commonality*


service design definitions

Something that is done to, or for, a customer

Service delivery system

The facilities, processes, and skills needed to provide a service

Product bundle

The combination of goods and services provided to a customer

Service package

The physical resources needed to perform the service, accompanying goods, and the explicit (core features) and implicit (ancillary features) services included

Service Design-Definitions


service design
Service Design
  • Begins with a choice of service strategy, which determines the nature and focus of the service, and the target market
    • Key issues in service design
      • Degree of variation in service requirements
      • Degree of customer contact and involvement


differences between service product design
Differences between Service& Product Design
  • Services are created and delivered at the same time. Less opportunity to correct errors. Training, process design more important.
  • Services are highly visible to consumers. Importance of process design.
  • Location is often important to service design, with convenience as a major factor
  • Service systems range from those with little or no customer contact (similar to product design) to those that have a very high degree of customer contact
  • Services cannot be inventoried -> restrict flexibility (capacity issues).
  • Demand variability alternately creates waiting lines or idle service resources. Cost and efficiency perspective vs. customer perspective.
    • Reduce customer choices (e.g., cable channels bundle)
    • Standardizing at the risk of eliminating features that customers value
    • Increase flexibility by employing temporary less skilled workers


challenges to service design
Challenges to Service Design


Services cannot be stored. Balancing supply and demand. Possible (e.g., doctor’s appointments) vs. impossible (e.g., emergency room).

Disney’s FastPass

Difficult to describe/design:

especially when there is direct contact with the customer.

service blueprint
Service Blueprint
  • A method to design and analyze a proposed service.
  • Steps:
  • Establish boundaries and decide the level of detail needed.
  • Identify and determine the sequence of customer and service actions and interactions. Picture the service from the customer’s perspective.
  • Develop time estimates for each phase of the process, as well as time variability.
  • Identify potential failure points and develop a plan to prevent or minimize them, as well as a response plan.


in class assignment
In-class assignment
  • Create a service blueprint for banking transaction:
  • Make a savings deposit using a (human) teller.

Hand in to me at the end of class.

Instructor Slides