Chapter 5
Roberta Russell & Bernard W. Taylor, III
- Главная
- Разное
- Дизайн
- Бизнес и предпринимательство
- Аналитика
- Образование
- Развлечения
- Красота и здоровье
- Финансы
- Государство
- Путешествия
- Спорт
- Недвижимость
- Армия
- Графика
- Культурология
- Еда и кулинария
- Лингвистика
- Английский язык
- Астрономия
- Алгебра
- Биология
- География
- Детские презентации
- Информатика
- История
- Литература
- Маркетинг
- Математика
- Медицина
- Менеджмент
- Музыка
- МХК
- Немецкий язык
- ОБЖ
- Обществознание
- Окружающий мир
- Педагогика
- Русский язык
- Технология
- Физика
- Философия
- Химия
- Шаблоны, картинки для презентаций
- Экология
- Экономика
- Юриспруденция
Products and services. (Chapter 5) презентация
Содержание
- 1. Products and services. (Chapter 5)
- 2. Copyright 2006 John Wiley & Sons, Inc.
- 3. Copyright 2006 John Wiley & Sons, Inc.
- 4. Copyright 2006 John Wiley & Sons, Inc.
- 5. Copyright 2006 John Wiley & Sons, Inc. 5- Design Process (cont.)
- 6. Copyright 2006 John Wiley & Sons, Inc.
- 7. Copyright 2006 John Wiley & Sons, Inc.
- 8. Copyright 2006 John Wiley & Sons, Inc.
- 9. Copyright 2006 John Wiley & Sons, Inc.
- 10. Copyright 2006 John Wiley & Sons, Inc.
- 11. Copyright 2006 John Wiley & Sons, Inc.
- 12. Copyright 2006 John Wiley & Sons, Inc. 5- Computing Reliability
- 13. Copyright 2006 John Wiley & Sons, Inc. 5- Computing Reliability
- 14. Copyright 2006 John Wiley & Sons, Inc. 5- System Reliability
- 15. Copyright 2006 John Wiley & Sons, Inc.
- 16. Copyright 2006 John Wiley & Sons, Inc. 5- System Availability (cont.)
- 17. Copyright 2006 John Wiley & Sons, Inc.
- 18. Copyright 2006 John Wiley & Sons, Inc.
- 19. Copyright 2006 John Wiley & Sons, Inc.
- 20. Copyright 2006 John Wiley & Sons, Inc.
- 21. Copyright 2006 John Wiley & Sons, Inc.
- 22. Copyright 2006 John Wiley & Sons, Inc. 5- Design Team
- 23. Copyright 2006 John Wiley & Sons, Inc.
- 24. Copyright 2006 John Wiley & Sons, Inc.
- 25. Copyright 2006 John Wiley & Sons, Inc.
- 26. Copyright 2006 John Wiley & Sons, Inc.
- 27. Copyright 2006 John Wiley & Sons, Inc.
- 28. Copyright 2006 John Wiley & Sons, Inc.
- 29. Copyright 2006 John Wiley & Sons, Inc.
- 30. Copyright 2006 John Wiley & Sons, Inc. 5- FMEA for Potato Chips
- 31. Copyright 2006 John Wiley & Sons, Inc. 5- Fault tree analysis (FTA)
- 32. Copyright 2006 John Wiley & Sons, Inc.
- 33. Copyright 2006 John Wiley & Sons, Inc.
- 34. Copyright 2006 John Wiley & Sons, Inc. 5- Design for Environment (cont.)
- 35. Copyright 2006 John Wiley & Sons, Inc.
- 36. Copyright 2006 John Wiley & Sons, Inc.
- 37. Copyright 2006 John Wiley & Sons, Inc. 5- House of Quality
- 38. Copyright 2006 John Wiley & Sons, Inc. 5- Competitive Assessment of Customer Requirements
- 39. Copyright 2006 John Wiley & Sons, Inc. 5- From Customer Requirements to Design Characteristics
- 40. Copyright 2006 John Wiley & Sons, Inc. 5- Tradeoff Matrix
- 41. Copyright 2006 John Wiley & Sons, Inc. 5- Targeted Changes in Design
- 42. Copyright 2006 John Wiley & Sons, Inc. 5- Completed House of Quality
- 43. Copyright 2006 John Wiley & Sons, Inc. 5- A Series of Connected QFD Houses
- 44. Copyright 2006 John Wiley & Sons, Inc.
- 45. Copyright 2006 John Wiley & Sons, Inc.
- 46. Copyright 2006 John Wiley & Sons, Inc.
- 47. Copyright 2006 John Wiley & Sons, Inc.
- 48. Copyright 2006 John Wiley & Sons, Inc.
- 49. Copyright 2006 John Wiley & Sons, Inc. 5- Service Design Process
- 50. Copyright 2006 John Wiley & Sons, Inc.
- 51. Copyright 2006 John Wiley & Sons, Inc.
- 52. Copyright 2006 John Wiley & Sons, Inc.
- 53. Copyright 2006 John Wiley & Sons, Inc.
- 54. Copyright 2006 John Wiley & Sons, Inc.
- 55. Copyright 2006 John Wiley & Sons, Inc.
Copyright 2006 John Wiley & Sons, Inc. 5- Lecture Outline Design Process Reducing Time-to-Market Improving Quality of Design Special Considerations in Service Design
Слайд 1Copyright 2006 John Wiley & Sons, Inc.
Products and Services
Operations Management -
5th Edition
Слайд 2Copyright 2006 John Wiley & Sons, Inc.
5-
Lecture Outline
Design Process
Reducing Time-to-Market
Improving Quality
of Design
Special Considerations in Service Design
Special Considerations in Service Design
Слайд 3Copyright 2006 John Wiley & Sons, Inc.
5-
Design Process
Effective design can provide
a competitive edge
matches product or service characteristics with customer requirements
ensures that customer requirements are met in the simplest and least costly manner
reduces time required to design a new product or service
minimizes revisions necessary to make a design workable
matches product or service characteristics with customer requirements
ensures that customer requirements are met in the simplest and least costly manner
reduces time required to design a new product or service
minimizes revisions necessary to make a design workable
Слайд 4Copyright 2006 John Wiley & Sons, Inc.
5-
Design Process (cont.)
Product design
defines appearance
of product
sets standards for performance
specifies which materials are to be used
determines dimensions and tolerances
sets standards for performance
specifies which materials are to be used
determines dimensions and tolerances
Service design
specifies what physical items, sensual benefits, and psychological benefits customer is to receive from service
defines environment in which service will take place
Слайд 6Copyright 2006 John Wiley & Sons, Inc.
5-
Idea Generation Sources
Company’s own R&D
department
Customer complaints or suggestions
Marketing research
Suppliers
Customer complaints or suggestions
Marketing research
Suppliers
Salespersons in the field
Factory workers
New technological developments
Competitors
Слайд 7Copyright 2006 John Wiley & Sons, Inc.
5-
Perceptual Maps
Visual comparison of
customer
perceptions
Benchmarking
Comparing product/service against best-in-class
Reverse engineering
Dismantling competitor’s product to improve your own product
Benchmarking
Comparing product/service against best-in-class
Reverse engineering
Dismantling competitor’s product to improve your own product
Idea Generation Sources (cont.)
Слайд 8Copyright 2006 John Wiley & Sons, Inc.
5-
Perceptual Map of Breakfast Cereals
Rice
Krispies
Wheaties
Cheerios
Shredded
Wheat
Слайд 9Copyright 2006 John Wiley & Sons, Inc.
5-
Feasibility Study
Market analysis
Economic analysis
Technical/strategic analysis
Performance
specifications
Слайд 10Copyright 2006 John Wiley & Sons, Inc.
5-
Rapid Prototyping
Build a prototype
form design
functional
design
production design
Test prototype
Revise design
Retest
production design
Test prototype
Revise design
Retest
Слайд 11Copyright 2006 John Wiley & Sons, Inc.
5-
Form and Functional Design
Form Design
how
product will look?
Functional Design
reliability
maintainability
usability
Functional Design
reliability
maintainability
usability
Слайд 15Copyright 2006 John Wiley & Sons, Inc.
5-
System Availability (SA)
where:
MTBF = mean
time between failures
MTTR = mean time to repair
MTTR = mean time to repair
Слайд 17Copyright 2006 John Wiley & Sons, Inc.
5-
Usability
Ease of use of a
product or service
ease of learning
ease of use
ease of remembering how to use
frequency and severity of errors
user satisfaction with experience
ease of learning
ease of use
ease of remembering how to use
frequency and severity of errors
user satisfaction with experience
Слайд 18Copyright 2006 John Wiley & Sons, Inc.
5-
Simplification
reducing number of parts, assemblies,
or options in a product
Standardization
using commonly available and interchangeable parts
Modularity
combining standardized building blocks, or modules, to create unique finished products
Standardization
using commonly available and interchangeable parts
Modularity
combining standardized building blocks, or modules, to create unique finished products
Production Design
Слайд 19Copyright 2006 John Wiley & Sons, Inc.
5-
Design Simplification
84 s
43 / hr
12
s
300 / hr
300 / hr
4 s
900 / hr
Слайд 20Copyright 2006 John Wiley & Sons, Inc.
5-
Final Design and Process Plans
Final
design
detailed drawings and specifications for new product or service
detailed drawings and specifications for new product or service
Process plans
workable instructions
necessary equipment and tooling
component sourcing recommendations
job descriptions and procedures
computer programs for automated machines
Слайд 21Copyright 2006 John Wiley & Sons, Inc.
5-
Reducing Time-to-Market
Establish multifunctional design teams
Make
design decisions concurrently rather than sequentially
Design for manufacture and assembly
Use technology in the design process
Engage in collaborative design
Design for manufacture and assembly
Use technology in the design process
Engage in collaborative design
Слайд 23Copyright 2006 John Wiley & Sons, Inc.
5-
Concurrent Design
A new approach to
design that involves simultaneous design of products and processes by design teams
Improves quality of early design decisions
Involves suppliers
Incorporates production process
Uses a price-minus system
Scheduling and management can be complex as tasks are done in parallel
Слайд 24Copyright 2006 John Wiley & Sons, Inc.
5-
Design for Manufacture and Assembly
(DFMA)
Design for manufacture
design a product for easy and economical production
Design for assembly
a set of procedures for:
reducing number of parts in an assembly
evaluating methods of assembly
determining an assembly sequence
Слайд 25Copyright 2006 John Wiley & Sons, Inc.
5-
DFM Guidelines
Minimize number of parts
and subassemblies
Avoid tools, separate fasteners, and adjustments
Use standard parts when possible and repeatable, well-understood processes
Design parts for many uses, and modules that can be combined in different ways
Design for ease of assembly, minimal handling, and proper presentation
Allow for efficient and adequate testing and replacement of parts
Avoid tools, separate fasteners, and adjustments
Use standard parts when possible and repeatable, well-understood processes
Design parts for many uses, and modules that can be combined in different ways
Design for ease of assembly, minimal handling, and proper presentation
Allow for efficient and adequate testing and replacement of parts
Слайд 26Copyright 2006 John Wiley & Sons, Inc.
5-
Technology in the Design Process
Computer
Aided Design (CAD)
assists in creation, modification, and analysis of a design
includes
computer-aided engineering (CAE)
tests and analyzes designs on computer screen
computer-aided manufacturing (CAM)
ultimate design-to-manufacture connection
assists in creation, modification, and analysis of a design
includes
computer-aided engineering (CAE)
tests and analyzes designs on computer screen
computer-aided manufacturing (CAM)
ultimate design-to-manufacture connection
Слайд 27Copyright 2006 John Wiley & Sons, Inc.
5-
Collaborative Design
A software system for
collaborative design and development among trading partners
Follows life cycle of the product
Accelerates product development, helps to resolve product launch issues, and improves quality of the design
Designers can
conduct virtual review sessions
test “what if” scenarios
assign and track design issues
communicate with multiple tiers of suppliers
create, store, and manage project documents
Follows life cycle of the product
Accelerates product development, helps to resolve product launch issues, and improves quality of the design
Designers can
conduct virtual review sessions
test “what if” scenarios
assign and track design issues
communicate with multiple tiers of suppliers
create, store, and manage project documents
Слайд 28Copyright 2006 John Wiley & Sons, Inc.
5-
Improving Quality of Design
Review designs
to prevent failures and ensure value
Design for environment
Measure design quality
Use quality function deployment
Design for robustness
Design for environment
Measure design quality
Use quality function deployment
Design for robustness
Слайд 29Copyright 2006 John Wiley & Sons, Inc.
5-
Design Review
Failure mode and effects
analysis (FMEA)
a systematic method of analyzing product failures
Fault tree analysis (FTA)
a visual method for analyzing interrelationships among failures
Value analysis (VA)
helps eliminate unnecessary features and functions
a systematic method of analyzing product failures
Fault tree analysis (FTA)
a visual method for analyzing interrelationships among failures
Value analysis (VA)
helps eliminate unnecessary features and functions
Слайд 32Copyright 2006 John Wiley & Sons, Inc.
5-
Value analysis (VA)
Can we do
without it?
Does it do more than is required?
Does it cost more than it is worth?
Can something else do a better job?
Can it be made by
a less costly method?
with less costly tooling?
with less costly material?
Can it be made cheaper, better, or faster by someone else?
Does it do more than is required?
Does it cost more than it is worth?
Can something else do a better job?
Can it be made by
a less costly method?
with less costly tooling?
with less costly material?
Can it be made cheaper, better, or faster by someone else?
Слайд 33Copyright 2006 John Wiley & Sons, Inc.
5-
Design for Environment
Design for environment
designing
a product from material that can be recycled
design from recycled material
design for ease of repair
minimize packaging
minimize material and energy used during manufacture, consumption and disposal
Extended producer responsibility
holds companies responsible for their product even after its useful life
design from recycled material
design for ease of repair
minimize packaging
minimize material and energy used during manufacture, consumption and disposal
Extended producer responsibility
holds companies responsible for their product even after its useful life
Слайд 35Copyright 2006 John Wiley & Sons, Inc.
5-
Measure Design Quality
% of revenue
from new products or services
% of products capturing 50% or more of market
% of process initiatives yielding a 50% or more improvement in effectiveness
% of suppliers engaged in collaborative design
% of products capturing 50% or more of market
% of process initiatives yielding a 50% or more improvement in effectiveness
% of suppliers engaged in collaborative design
% of parts that can be recycled
% of parts used in multiple products
% of parts with no engineering change orders
Average number of components per product
Things gone wrong (TGW)
Слайд 36Copyright 2006 John Wiley & Sons, Inc.
5-
Quality Function
Deployment (QFD)
Translates voice of
customer into technical design requirements
Displays requirements in matrix diagrams
first matrix called “house of quality”
series of connected houses
Displays requirements in matrix diagrams
first matrix called “house of quality”
series of connected houses
Слайд 39Copyright 2006 John Wiley & Sons, Inc.
5-
From Customer Requirements
to Design Characteristics
Слайд 44Copyright 2006 John Wiley & Sons, Inc.
5-
Benefits of QFD
Promotes better understanding
of customer demands
Promotes better understanding of design interactions
Involves manufacturing in design process
Breaks down barriers between functions and departments
Provides documentation of design process
Promotes better understanding of design interactions
Involves manufacturing in design process
Breaks down barriers between functions and departments
Provides documentation of design process
Слайд 45Copyright 2006 John Wiley & Sons, Inc.
5-
Design for Robustness
Robust product
designed to
withstand variations in environmental and operating conditions
Robust design
yields a product or service designed to withstand variations
Controllable factors
design parameters such as material used, dimensions, and form of processing
Uncontrollable factors
user’s control (length of use, maintenance, settings
Robust design
yields a product or service designed to withstand variations
Controllable factors
design parameters such as material used, dimensions, and form of processing
Uncontrollable factors
user’s control (length of use, maintenance, settings
Слайд 46Copyright 2006 John Wiley & Sons, Inc.
5-
Tolerance and Consistency
Tolerance
allowable ranges of
variation in the dimension of a part
Consistency
consistent errors are easier to correct than random errors
parts within tolerances may yield assemblies that are not within limits
consumers prefer product characteristics near their ideal values
Consistency
consistent errors are easier to correct than random errors
parts within tolerances may yield assemblies that are not within limits
consumers prefer product characteristics near their ideal values
Слайд 47Copyright 2006 John Wiley & Sons, Inc.
5-
Taguchi’s Quality Loss Function
Quantifies customer
preferences toward quality
Emphasizes that customer preferences are strongly oriented toward consistently
Design for Six Sigma (DFSS)
Emphasizes that customer preferences are strongly oriented toward consistently
Design for Six Sigma (DFSS)
Слайд 48Copyright 2006 John Wiley & Sons, Inc.
5-
Special Considerations in Service Design
Services
are intangible
Service output is variable
Service have higher customer contact
Services are perishable
Service output is variable
Service have higher customer contact
Services are perishable
Service inseparable from delivery
Services tend to be decentralized and dispersed
Services are consumed more often than products
Services can be easily emulated
Слайд 50Copyright 2006 John Wiley & Sons, Inc.
5-
Service concept
purpose of a service;
it defines target market and customer experience
Service package
mixture of physical items, sensual benefits, and psychological benefits
Service specifications
performance specifications
design specifications
delivery specifications
Service package
mixture of physical items, sensual benefits, and psychological benefits
Service specifications
performance specifications
design specifications
delivery specifications
Service Design Process (cont.)
Слайд 51Copyright 2006 John Wiley & Sons, Inc.
5-
Design Decision
High-Contact Service
Low-Contact Service
High v.
Low Contact Services
Facility location
Convenient to customer
Near labor or transportation source
Source: Adapted from R. Chase, N. Aquilano, and R. Jacobs, Operations Management for Competitive Advantage (New York:McGraw-Hill, 2001), p. 210
Facility layout
Must look presentable, accommodate customer needs, and facilitate interaction with customer
Designed for efficiency
Слайд 52Copyright 2006 John Wiley & Sons, Inc.
5-
Design Decision
High-Contact Service
Low-Contact Service
Quality control
More
variable since customer is involved in process; customer expectations and perceptions of quality may differ; customer present when defects occur
Measured against established standards; testing and rework possible to correct defects
Source: Adapted from R. Chase, N. Aquilano, and R. Jacobs, Operations Management for Competitive Advantage (New York:McGraw-Hill, 2001), p. 210
Capacity
Excess capacity required to handle peaks in demand
Planned for average demand
High v. Low Contact Services (cont.)
Слайд 53Copyright 2006 John Wiley & Sons, Inc.
5-
Design Decision
High-Contact Service
Low-Contact Service
Worker skills
Must
be able to interact well with customers and use judgment in decision making
Technical skills
Source: Adapted from R. Chase, N. Aquilano, and R. Jacobs, Operations Management for Competitive Advantage (New York:McGraw-Hill, 2001), p. 210
Scheduling
Must accommodate customer schedule
Customer concerned only with completion date
High v. Low Contact Services (cont.)
Слайд 54Copyright 2006 John Wiley & Sons, Inc.
5-
Design Decision
High-Contact Service
Low-Contact Service
High v.
Low Contact Services (cont.)
Service process
Mostly front-room activities; service may change during delivery in response to customer
Mostly back-room activities; planned and executed with minimal interference
Source: Adapted from R. Chase, N. Aquilano, and R. Jacobs, Operations Management for Competitive Advantage (New York:McGraw-Hill, 2001), p. 210
Service package
Varies with customer; includes environment as well as actual service
Fixed, less extensive
Слайд 55Copyright 2006 John Wiley & Sons, Inc.
5-
Copyright 2006 John Wiley &
Sons, Inc.
All rights reserved. Reproduction or translation of this work beyond that permitted in section 117 of the 1976 United States Copyright Act without express permission of the copyright owner is unlawful. Request for further information should be addressed to the Permission Department, John Wiley & Sons, Inc. The purchaser may make back-up copies for his/her own use only and not for distribution or resale. The Publisher assumes no responsibility for errors, omissions, or damages caused by the use of these programs or from the use of the information herein.
