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Week 05A – Product (Service) Design (Chapter 4)

Week 05A – Product (Service) Design (Chapter 4). Mfg. vs. Service, Service design process, Service process matrix, Waiting line analysis. Manufacturing vs. “Service”. Manufacturing vs. “Service” - 2. Service Design Process. Service Concept. Target customer Desired customer experience

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Week 05A – Product (Service) Design (Chapter 4)

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  1. Week 05A – Product (Service) Design (Chapter 4) Mfg. vs. Service, Service design process, Service process matrix, Waiting line analysis SJSU Bus 140 - David Bentley

  2. Manufacturing vs. “Service” SJSU Bus 140 - David Bentley

  3. Manufacturing vs. “Service” - 2 SJSU Bus 140 - David Bentley

  4. Service Design Process SJSU Bus 140 - David Bentley

  5. Service Concept • Target customer • Desired customer experience • Look for competitive edge SJSU Bus 140 - David Bentley

  6. Service Package • Relates to target customer • Mixture of customer benefits • Physical • Sensual • Psychological • Consistency important SJSU Bus 140 - David Bentley

  7. Performance Specifications • Specifications for • Performance • Design • Delivery • For general and specific customers • Performance specs > Design specs • Design specs > Delivery specs SJSU Bus 140 - David Bentley

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