GMS 401 Lecture Notes - Lecture 4: Service Design, Voice Of The Customer, Statistical Graphics

• School: Ryerson University
• Department: Global Management Studies
• Course: GMS 401
• Professor: Payman Ahi

Document Summary

Outline: product development system, generating new products, product life cycles, issues for product, service designs, quality function deployment. New product opportunities: organizational structure for new product development, open communication with customers, innovative organizational cultures, aggressive research and development (r&d, strong leadership, formal incentives, appropriate training. Decline: forecasting, standardizat, little design and developm ent critical, frequent product and process design changes, short. Service design: characteristics of services, intangible, produced and consumed simultaneously, inconsistent product definition, high customer interaction, often unique, often knowledge based (i. e. , hard to automate, frequently dispersed, *designing services is challenging. Qfd house of quality: example: building a house of quality for a new camera design, (look at slides 53 to 62 for images) Organizing for product development: distinct departments (i. e. , traditional north american approach, a champion, team approach, japa(cid:374)ese (cid:862)(cid:449)hole o(cid:396)ga(cid:374)izatio(cid:374)(cid:863) app(cid:396)oa(cid:272)h. Organizing for product development: japa(cid:374)ese (cid:862)(cid:449)hole o(cid:396)ga(cid:374)izatio(cid:374)(cid:863) app(cid:396)oa(cid:272)h, no organizational division, they bypass team issue by not subdividing organizations into research & development, engineering, production, etc.