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Introduction, 122 What Does Product and Service Design Do? 122 Reasons for Product or Service Design or Redesign, 122 Newsclip: Dutch Boy Brushes up Its Paints, 123 Objectives of Product and Service Design, 123 Legal, Ethical, and Environmental Issues, 124 Other Issues in Product and Service Design, 125 Life Cycles, 125 Standardization, 126 Designing for Mass Customization, 127 Reliability, 129 Robust Design, 130 Cultural Differences, 131 Reading: Do You Want Pickled Beets with That? 131 The Degree of Newness, 132 Phases in Product Design and Development, 132 Idea Generation, 133 Reading: Manager’s Journal: When Customer Research Is a Lousy Idea, 134 Reading: Vlasic on a Roll with Huge Pickle Slices, 135 Designing for Manufacturing, 137 Concurrent Engineering, 137 Computer-Aided Design (CAD), 138 Production Requirements, 138 Recycling, 139 Newsclip: More Cars Come with a Shade of Green-Recycled Materials, 139 Remanufacturing, 140 Reading: Making It (Almost) New Again, 140 Component Commonality, 142 Quality Function Deployment, 142 The Kano Model, 145 Service Design, 146 Definitions, 146 Overview of Service Design, 147 Differences between Service Design and Product Design, 147 Phases in the Service Design Process, 147 Service Blueprinting, 147 Characteristics of Well-Designed Service Systems, 149 Challenges of Service Design, 149 Operations Strategy, 149 Reading: Time-Based Innovation, 150 Summary, 152 Key Terms, 152 Discussion and Review Questions, 153 Taking Stock, 153 Critical Thinking Exercise, 153 Problems, 153 Selected Bibliography and Further Reading, 154 Internet Sites, 154 Supplement: Reliability, 155 |