1. PRODUCT/SERVICE DESIGN • Information for design; QFD 139 • Product/Service development process • Technical-legal-environmental-ethical review • Market feasibility • Financial feasibility • Manufacturabilty • Service design • Service package • Explicit services, Implicit services, Facilities, Facilitating goods, Information

2. PROCESS PLANNING AND DESIGN Chapter 3 • Types of Processes 71 • Projects 97 • Job/batch (process flow) – Job shop 82 • Repetitive/Line (product flow) – Flow shop (assembly line) 76 • Hybrid. Combining job shop and flow shop – Cellular Production 90 • Continuous flow 75 • Service processes 102 • Characteristics of process types • Volume • Variety/Standardization • Resource flexibility • Automation/capital intensity • Vertical Integration • Customer participation

3. PROCESS (JOB SHOP) LAYOUT 86 • Layout is by process • Advantages and Disadvantages 84-85 • Variation in product • Customization in services • General purpose/flexible equipment • Skilled workers/variety in work • Special space for certain equipment/sub processes • Less disruption in work • Higher average costs – equipment and labor • Larger/variety of inventories • In process inventory • Higher material handling costs • Harder managerial control • Combinatorial nature of the problem • Strategic Nature of the Problem

4. PROCESS (JOB SHOP) LAYOUT • Objectives • Satisfy technical requirements • Minimize movement costs – cost/volume/distance 87 • Maximize closeness preferences 86-87 • Information requirements • Solution approach • Computer programs: CRAFT, ALDEP

5. LINE FLOW (ASSEMBLY LINE) LAYOUT 79 • Nature of the problem • Product information • Processing times • Sequence • Combinatorial nature of the layout problem • Strategic nature of the layout problem • Objectives • Cycle time and Output • Number of workers/stations • Idle time/balance • Balancing the line

6. CELLULAR PRODUCTION 90 • Disadvantages of job shop • Conversion to a cellular layout 91 • Basis for forming cells. Group Technology (GT) 90 • Similar processes • Part families • Advantages of cellular layouts 91 • Disadvantages 94 • Methods of cell identification/formation 95

7. SERVICE PROCESS DESIGN 103 • Phases of development (design process) • Demand management • Capacity planning and management • Contact level; equipment-people balance • Customer participation in the process • Measuring quality: inspections, mystery shoppers, quality/process control • Technology in service design: customer attitudes towards automation and self service technologies; Service employee issues: see HRM in services • Designing tangibles. Physical surroundings – Servicescapes • Waiting time – effects and management • Designing e-services

8. MANUFACTURING TECHNOLOGIES 110 • CAD • CAM • NC • Robots • FMS • Advantages