STUDY OUTLINE FOR CHAPTER 4
PRODUCT & SERVICE DESIGN
1. Why is product or service design strategically important?
2. What do product and service designers do?
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3. What are the key questions in product and service design?
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4. Give a few examples for each of these major reasons for design or redesign:
Economic
social and demographic
political, liability, legal
competitive
cost or availability
technological
5. Briefly define or explain these terms:
value analysis
manufacturability
serviceability
Uniform Commercial Code
6. What is life cycle assessment, and why is it becoming increasingly important?
7. What are the 3 Rs?
8. Why is the degree of standardization a factor in design?
9. What are some key advantages and disadvantages of standardization?
10. What is mass customization, and why is it used?
11. Define or explain these two approaches to mass customization:
delayed differentiation
modular design
12. Define these terms
reliability
robust design
13. What is the impact of “newness” on
- operations?
- the market?
14. Explain how global product design can be useful, and some cautions.
15. What are the main phases in design and development?
1) 5)
2) 6)
3) 7)
4) 8)
16. What is reverse engineering?
17. What is concurrent engineering, and why is it important?
18. What do the terms design for manufacturing and design for assembly connote?
19. What is quality function deployment, and how is it used?
20. What is the Kano model, and what are its implications for design?
21. Briefly define each of these terms:
service delivery system
product bundle
service package
service blueprint
22. Briefly identify the key differences between service design and product design.
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23. What are the five phases in the service design process?
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24. List the characteristics of a well-designed service system:
1) 5)
2) 6)
3) 7)
4) 8)
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25. What are the key challenges of service design?
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26. What are the Key Points covered in the chapter?
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