Introduction

What Does Product and Service Design Do?

Key Questions

Reasons for Product or Service Design or Redesign

Idea Generation

Legal and Ethical Considerations

Human Factors

Cultural Factors

Global Product and Service Design

Environmental Factors: Sustainability

Cradle-to-Grave Assessment

End-of-Life Programs

The Three Rs: Reduce, Reuse, Recycle

Reduce: Value Analysis

Reuse: Remanufacturing

Recycle

Other Design Considerations

Strategies of Product or Service Life Stages

Degree of Standardization

Designing for Mass Customization

Reliability

Robust Design

Degree of Newness

Quality Function Deployment

The Kano Model

Phases in Product Design and Development

Designing for Production

Concurrent Engineering

Computer-Aided Design

Production Requirements

Component Commonality

Service Design

Overview of Service Design

Differences between Service Design and Product Design

Phases in the Service Design Process

Service Blueprinting

Characteristics of Well-Designed Service Systems

Challenges of Service Design

Guidelines for Successful Service Design

Operations Strategy

Chapter Supplement: Reliability