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Product and service design is essential for business success, focusing on meeting customer needs and ensuring efficiency. The document outlines the new product development process, key elements of service design, and the importance of design for manufacturing and serviceability. It emphasizes the role of innovation and continuous improvement in maintaining competitive advantage and customer satisfaction.

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Sharmine Nicole Estremos
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11 views27 pages

Om PPT 5

Product and service design is essential for business success, focusing on meeting customer needs and ensuring efficiency. The document outlines the new product development process, key elements of service design, and the importance of design for manufacturing and serviceability. It emphasizes the role of innovation and continuous improvement in maintaining competitive advantage and customer satisfaction.

Uploaded by

Sharmine Nicole Estremos
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Product and Service

Design
Introduction

Product and service design is a crucial aspect of business


success.

A well-designed product or service meets customer


needs, ensures efficiency in production or delivery, and
creates a competitive advantage.
Definitions of Key Topics
1. Product and Service Design – The process of creating and refining products and services to
meet customer needs, ensure efficiency, and gain a competitive advantage in the market.
2. New Product Development and Design Process – The structured approach businesses use to
bring new products to market, from idea generation to commercialization, ensuring feasibility,
functionality, and customer satisfaction.
3. Service Design and Customer Satisfaction – The planning and organization of service
elements, including people, infrastructure, and processes, to enhance customer experience and
satisfaction.
4. Design for Manufacturing and Serviceability – The practice of designing products for
efficient production, assembly, and maintenance, ensuring cost-effectiveness and ease of repair
or upgrades.
5. Innovation in Product/Service Design – The introduction of new or improved products and
services through creativity and advanced technologies to meet evolving customer needs and
industry trends.
To put simply, organizations design or redesign their products and services for
a variety of reasons such as customer dissatisfaction, government regulation,
competition, liability claims, technological innovation (products and methods)
and changes in costs and availability of such inputs as materials, labor and
energy.

Let’s consider iPhone as an example. We all know how this company has made
such a name in the consumer electronics industry. We have witnessed how they
were able to take their products into the next level by solving users problems,
adding new features and refreshing its design, and they do not fail to impress
their customer by redesigning their products to make it extraordinary.
What do you think was
their driving force to
keep on improving their
products? products?
Apple continuously improves its iPhone models due to several driving forces,
including:

1. Technological Advancements – Rapid developments in chip performance, camera


technology, AI, and display quality push Apple to innovate and stay ahead in the
smartphone market.

2. Consumer Expectations – Customers demand better battery life, camera quality,


performance, and new features with every release, motivating Apple to enhance user
experience.

3. Market Competition – Rival companies like Samsung, Google, and other smartphone
brands constantly introduce new innovations, compelling Apple to stay competitive.

4. Brand Reputation & Loyalty – Apple is known for premium quality and cutting-edge
technology. To maintain its strong brand image, it must continuously improve its
products.
5. Sustainability & Environmental Concerns – Apple aims to reduce its
carbon footprint and use more sustainable materials, leading to product
improvements in energy efficiency and recyclability.

6. Regulatory Compliance – Changes in international regulations and data


privacy laws push Apple to enhance security, software updates, and overall
product design.

7. R&D Investments – Apple’s significant investment in research and


development (R&D) enables continuous innovation in software, hardware, and
design.

8. Ecosystem Integration – Apple’s ecosystem (iOS, macOS, iCloud, AirPods,


etc.) requires constant refinement to ensure seamless connectivity and user
experience across all Apple devices.
9. 5G and Future Technologies – The need to support faster networks, AI-
driven applications, and emerging technologies like augmented reality (AR)
drives Apple to enhance iPhones regularly.

10. Profitability & Business Growth – To sustain revenue and shareholder


value, Apple continuously releases improved models, encouraging customers
to upgrade and stay within the Apple ecosystem.
McDonald’s menu
New Product Development and Design Process

A. Stages of New Product Development (NPD)

1. Idea Generation – Businesses collect new product ideas from internal (employees, R&D) and external
sources (customers, competitors, suppliers).

2. Idea Screening – Filtering ideas to select the most viable ones based on business objectives, feasibility, and
market potential.

3. Concept Development and Testing – Creating a prototype and testing it with potential users to gather
feedback.

4. Business Analysis – Evaluating costs, pricing strategies, profitability, and market demand.

5. Product Development – Turning the concept into a tangible product or service by designing and refining
components.

6. Market Testing – Launching a product on a limited scale to measure customer response.

7. Commercialization – Full-scale production and marketing of the product or service.


Example

A technology company wants to create a smart water bottle that


reminds users to stay hydrated.
After generating and screening the idea, they develop a prototype
and test it with fitness enthusiasts before launching it in the market.
Service Design and Customer Satisfaction

A. Key Elements of Service Design

1. Customer Experience (CX) – Understanding and improving interactions between customers and
the service provider.
2. Process Design – Creating a structured flow of service delivery for efficiency and ease.
3. Technology Integration – Using automation, AI, and digital platforms to enhance service
delivery.
4. Employee Training – Ensuring service staff is well-trained to deliver quality customer
interactions.
5. Feedback Mechanisms – Collecting customer feedback to continuously improve service.
Example

A coffee shop implements a mobile ordering app that


allows customers to place orders ahead of time, reducing
wait times and improving customer satisfaction.
Design for Manufacturing and Serviceability

A. Importance of Design for Manufacturing (DFM)

1. Simplification – Reducing the number of components to lower costs and


production time.
2. Standardization – Using standard parts to improve compatibility and
reduce inventory costs.
3. Error Prevention – Designing products to minimize defects and ensure
quality.
Design for Serviceability (DFS)

1. Ease of Repair – Creating products that are easy to fix, reducing downtime and costs.
2. Modular Design – Allowing parts to be replaced individually instead of replacing the
entire product.
3. User-Friendly Maintenance – Ensuring consumers can troubleshoot minor issues
themselves.
Example
A smartphone manufacturer designs a device with a removable battery and modular
camera parts, allowing customers to upgrade or repair components without replacing the
entire phone.
Innovation in Product and Service Design

A. Types of Innovation

1. Incremental Innovation – Small improvements to existing products or services.


2. Radical Innovation – Introducing completely new and transformative products.
3. Disruptive Innovation – Changing industry standards by offering a more efficient or affordable
alternative.
4. Sustainable Innovation – Creating eco-friendly products that minimize environmental impact.

Example
Electric vehicle (EV) companies introduce battery-powered cars that reduce carbon emissions and
revolutionize the automotive industry.
Conclusion
Effective product and service design enhances customer
satisfaction, improves operational efficiency, and drives business
growth.

By understanding the principles of new product development,


service design, manufacturing considerations, and innovation,
businesses can create solutions that meet market demands and
sustain long-term success.

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