[管理学]生产运作管理之第三章ProductandserviceDesign.ppt

Does the item have any design features that are not necessary? Can two or more parts be combined into one? How can we cut down the weight? Are there nonstandard parts that can be eliminated? A way to simplify the design of multiple products. Modular design can aid production and meet customer needs. Makes it possible to have relatively high product variety and low component variety at the same time. Designing products for manufacture and assembly Designing service products Ecodesign The detailed design of manufactured products is focused on reducing the number of parts in the item and designing the item in such a way that it can be efficiently produced. Service experience fit Operational fit Financial impact Complexity is the number of steps involved in a service and possible actions that can be taken at each step. Divergence is the number of ways a customer/service provider interaction can vary at each step according to the needs and abilities of each. What process did they adopt respectively? If it is to change the service to create a new process format, in what way we could change? Higher complexity/divergence or lower complexity/divergence A minimum service format ---lower complexity/divergence Upscale format would have higher complexity/divergence PROCESS NAME LOWER COMPLEXITY/ CURRENT PROCESS HIGHER COMPLEXITY/ 　 DIVERGENCE 　 DIVERGENCE Reservations No reservations Take reservation Specific table selection Seating Guests seat themselves Host shows guests the table Maitre d escorts guests to seats, pulls out chairs, and places napkins in their laps Menus No menu Menus on the table Recite menu;describe entrees and specials Bread No bread offered at the table Serve bread and butter Assortment of hot breads and hors doeuvres Ordering Guests pick their food Take orders At table;taken personally by maitre d from buffet line Salads Salad bar Prepare orders Individually prepared at table Entrees Entrees offered on the buffet Entrée(15 choices) Expand to 20 choice