C
College of Business Administration, CSUS
MGMT 180 – Operations Management
Chapter 4 – Product and Service Design
Learning Objectives
❑ Explain the importance of product design to the success of a business.
❑ Define the four product strategies – market leader, follow-the-leader, application-oriented, and production efficiency.
❑ Discuss the main advantage and disadvantage of each of the four product strategies.
❑ Describe how the team approach to product design can be implemented in practice.
❑ Explain the major advantages of the team approach to product design.
❑ Define the terms standardization, simplification, reliability, robust design, design for manufacturability, design for recycling, design for disassembly, design for remanufacturing, and component commonality. Explain the importance of those concepts.
❑ Explain how the extent of customer contact affects the design of a service delivery system.
❑ Explain how the degree of labor intensity affects the design of a service delivery system.
❑ Provide an example of a service delivery using the Internet, mail contact, on-site technology, phone contact, face-to-face tight specifications, face-to-face loose specifications, and face-to-face total customization.
Issue to Think About
How will the Internet affect the future of service delivery systems?
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