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| Introduction What Does Product and Service Design Do? Reasons for Product and Service Design or Redesign Reading: Product Redesign Value Analysis Newsclip: Dutch Boy Brushes Up Objectives of Product and Service Design Reading: Motorola Warms Up Legal, Ethical, and Environmental Issues Other Issues in Product and Service Design Reading: Do You Want Pickled Beets? Global Product Design Phases in Product Design and Development Idea Generation Reading: Manager's Journal Reading: Vlasic on a Roll Designing for Manufacturing Concurrent Engineering Computer-Aided Design (CAD) Production Requirements Recycling Newsclip: Beyond Recycling Remanufacturing Reading: Making It (Almost) New Again Component Commonality Quality Function Deployment The Kano Model Service Design Overview of Service Design Differences between Service Design and Product Design Phases in the Service Design Process Service Blueprinting Characteristics of Well-Designed Service Systems Challenges of Service Design Guidelines for Successful Service Design Operations Strategy Reading: Time-Based Innovation Summary Key Terms Discussion and Review Questions Taking Stock Critical Thinking Exercises Experiential Learning Exercises Problems Selected Bibliography and Further Reading Chapter Supplement: Reliability |