1.

What are some of the factors that cause organizations to redesign their
products or services?
Several factors can drive organizations to redesign their products or services, including:

 Changing Customer Preferences:

 Technological Advancements
 Competitive Pressures:
 Regulatory Requirements:
 Resource Availability:
 Environmental Concerns:
 Cost Reduction:

2. Contrast applied research and basic research.

 Basic Research: This is research aimed at increasing knowledge for its own sake. It explores
fundamental principles without any immediate practical application in mind.
o Example: Studying the behavior of subatomic particles.
 Applied Research: Focuses on solving specific, practical problems. It is designed with a clear objective
of applying knowledge to develop new products or improve processes.
o Example: Research to develop a more efficient solar panel.

3. What is CAD? Describe some of the ways a product designer can use it.
CAD (Computer-Aided Design) refers to software used to create, modify, analyze, and optimize a design. It
allows designers to visualize products in 2D or 3D before physical prototypes are made.

Ways product designers can use CAD:

 3D Modeling:
 Visualization
 Prototyping:
 Simulation
 Collaboration

4. Name some of the main advantages and disadvantages of standardization.

Advantages:

 Lower Costs:
 High volume
 Routine process
 Consistent Quality:
 Simplified Training:
 Interchangeability:
 Increased Productivity and Efficiency:

Disadvantages:

 Limited Flexibility
  Low customer interaction
 Risk of Obsolescence:
 Reduced Innovation:
 Initial Investment:
 Monotony in Product Offering

5. What is modular design? What are its main advantages and disadvantages?
Modular Design is a design approach that divides a product into smaller, self-contained units or modules that
can be independently created, modified, or replaced.

Advantages:

 Customization:
 Easier Maintenance:
 Reduced Inventory:
 Faster Time to Market:
 Cost Savings in Production:

Disadvantages:

 Complexity in Integration:
 Higher Initial Development Costs:
 Limited Design Freedom:

6. Explain the term design for manufacturing and briefly explain why it is
important.
Design for Manufacturing (DFM) refers to designing products with the manufacturing process in mind to
ensure they are easy and cost-effective to produce. The goal is to simplify the production process, reduce costs,
and improve quality by considering factors like material selection, assembly methods, and minimizing
complexity.

Importance of DFM:

 Cost Efficiency:
 Improved Quality:
 Faster Production:

7. What are some of the competitive advantages of concurrent engineering?

Concurrent Engineering is a collaborative approach where different departments (e.g., design, engineering,
marketing, manufacturing) work together simultaneously on a product, rather than sequentially.

Competitive Advantages:

 Reduced Time to Market:

 Improved Communication:
 Higher Quality:
 Cost Savings:
8. Explain the term remanufacturing.
Remanufacturing is the process of restoring used products, components, or equipment to like-new or better-
than-new condition through a series of operations such as disassembly, cleaning, repairing, replacing worn
parts, and reassembling. Unlike recycling, which breaks down products into raw materials, remanufacturing
keeps much of the original product intact while extending its lifespan.

The key aspects of remanufacturing include:

1. Disassembly: The product is carefully taken apart to assess which components can be reused.
2. Cleaning: All reusable components are thoroughly cleaned and inspected.
3. Repair/Replacement: Damaged or worn-out parts are repaired or replaced.
4. Reassembly: The product is reassembled to meet original manufacturing standards or higher.
5. Testing: The remanufactured product undergoes rigorous testing to ensure it meets performance and
quality standards.

Remanufacturing is commonly applied in industries like automotive, electronics, aerospace, and heavy
machinery. It contributes to sustainability by reducing waste, saving energy, and minimizing the need for new
raw materials.

Benefits of Remanufacturing:

 Cost Savings: Customers get a product that performs like new at a lower cost.
 Environmental Impact: Remanufacturing helps reduce waste and the consumption of raw materials.
 Resource Efficiency: Parts and components that are still functional can be reused, reducing the need for

9. a. What is meant by the term life cycle?

b. Why would this be a consideration in product or service design?
c. Name three ways that each of these products has found new uses: baking soda, duct tape,
and vinegar.

a. What is meant by the term life cycle?

 A life cycle refers to the stages a product or service goes through from its conception to its discontinuation. This
includes development, introduction, growth, maturity, and decline phases.

b. Why would this be a consideration in product or service design?

 Considering the life cycle in design helps in planning for different stages of a product’s or service’s demand. It
allows designers to anticipate how customer needs and market conditions will evolve over time, leading to better
resource allocation, design modifications, and marketing strategies.

c. Name three ways that each of these products has found new uses:

1. Baking Soda:
o Deodorizing refrigerators and carpets.
o Cleaning agent for sinks and tiles.
o Toothpaste alternative for whitening teeth.
2. Duct Tape:
o Temporary clothing repair (patching holes or tears).
 o Emergency repair for pipes and hoses.
o Crafting items like wallets or decorations.
3. Vinegar:
o Cleaning agent for windows and surfaces.
o Weed killer in gardening.
o Fabric softener alternative in laundry.

10. Why is R&D a key factor in productivity improvement? Name some ways R&D
contributes to productivity improvements.

 Research and Development (R&D) drives innovation, resulting in more efficient processes, better products, and
technological advancements. It helps in:
o Creating new materials or processes that increase output.
o Automating tasks to reduce labor costs and time.
o Enhancing the quality of products, leading to fewer defects and waste.
o Developing new technologies that streamline manufacturing and service operations.

11. What is mass customization

 A strategy of producing basi cally standardized goods, but incorporating some degree of customization.
 Mass customization is the production of personalized products or services at a large scale. It allows customers to
tailor certain features of a product (such as size, color, or functionality) while still benefiting from the cost savings
of mass production.

12. Name two factors that could make service design much different than product design.

1. Intangibility: Services cannot be physically touched or stored, unlike products. Designers need to focus on user
experience and customer interaction.
2. Customer Involvement: Services often require direct interaction with the customer during the delivery process,
meaning service design must account for real-time human factors and adaptability.

13. Explain the term robust design.

 Robust design refers to creating products or services that perform consistently under a variety of conditions. It
minimizes the sensitivity of the design to external factors like variations in manufacturing or environmental
conditions, ensuring high-quality output even under less-than-ideal circumstances.

14. Explain what quality function deployment is and how it can be useful

 Quality Function Deployment (QFD) is a structured method used to translate customer needs and desires into
specific technical requirements for product design. It’s useful for ensuring that design decisions are aligned with
customer expectations, improving the likelihood of customer satisfaction.

15. What is reverse engineering? Do you feel this is unethical?

 Reverse engineering involves disassembling a product to understand its design, structure, and functioning, often
to recreate or improve upon it. Whether it is unethical depends on the intent and context; it is considered ethical if
done for learning or improving upon non-patented products, but unethical if used to copy patented designs
without permission.

16. What is the purpose of value analysis?

  Value analysis is a systematic approach to improving the value of a product by either increasing its function or
reducing its cost. The goal is to achieve the optimal balance between performance and cost to ensure customer
satisfaction at the lowest possible cost.

17. What is life cycle assessment, and what is its overall goal?
Life Cycle Assessment (LCA) is the evaluation of the environmental impacts of a product throughout its entire life cycle
—from raw material extraction through production, use, and disposal. The overall goal is to reduce the product's
environmental footprint and promote sustainability.

18. Explain the term “three Rs” and how the three Rs relate to sustainability.

 The “Three Rs” stand for Reduce, Reuse, and Recycle:

o Reduce: Minimizing waste and consumption of resources.
o Reuse: Extending the life of products or components by using them again.
o Recycle: Converting waste materials into new products.

19. a. Select an electronic device you are familiar with. What standard feature does it have
that was once a “wow” feature? What “wow” feature does it have that you think will soon be
a standard feature on new versions?
b. Answer part a for a service you are familiar with.

a. Select an electronic device you are familiar with.

 Device: Smartphone

1. What standard feature does it have that was once a "wow" feature?
o Touchscreen display: Years ago, the ability to interact with a phone via a full touchscreen
(instead of physical buttons or keypads) was considered a revolutionary "wow" feature. Now, it’s
a standard feature on almost every smartphone.
2. What "wow" feature does it have that you think will soon be a standard feature on new versions?
o Facial recognition: Currently, facial recognition for unlocking devices and securing apps is still
considered a "wow" feature. However, it is likely to become a standard feature on all
smartphones in the near future as it becomes more refined and secure.

b. Answer part a for a service you are familiar with.

 Service: Online Streaming Platforms (e.g., Netflix, Disney+)

1. What standard feature does it have that was once a "wow" feature?
o On-demand streaming of movies and shows: Years ago, the ability to watch content whenever
you wanted (instead of being tied to TV schedules or DVDs) was a "wow" feature. Now, this is a
standard offering across all major streaming platforms.
2. What "wow" feature does it have that you think will soon be a standard feature?
o AI-powered content recommendations: The ability of streaming services to use AI algorithms
to recommend content based on user preferences is still considered impressive. In the future, we
can expect this level of personalization to become a standard feature on all platforms, with even
1. Describe some of the trade-offs that are encountered in product and service design.

In product and service design, trade-offs arise when competing priorities and constraints must be balanced.
Some common trade-offs include:

1. Cost vs. Quality:

2. Customization vs. Standardization:
3. Functionality vs. Simplicity:
o Adding more features or functionality can make a product or service more appealing, but it may also
complicate the design, make it harder to use, or increase production costs. Designers must strike a balance
between offering useful features and keeping the product/service user-friendly.

4. Speed of Development vs. Innovation:

5. Durability vs. Aesthetics:
6. Efficiency vs. Flexibility:

2. Who needs to be involved in the design of products and services?

Designing products and services requires collaboration across multiple departments and stakeholders, including:

1. Product/Service Designers:
2. Manufacturing/Operations Teams:
3. Marketing Team:
4. R&D (Research and Development):
5. Finance:
6. Supply Chain and Procurement:
7. Customers and End-Users:
8. Quality Assurance:
9. Legal and Regulatory Teams:

3. How has technology had an impact on product and service design?

Technology has dramatically transformed product and service design in several ways:

1. Automation and CAD (Computer-Aided Design):

2. Rapid Prototyping and 3D Printing:
3. Data-Driven Design and AI:
4. Improved Communication and Collaboration:
5. Mass Customization:
6. Virtual and Augmented Reality (VR/AR):
7. Sustainability and Green Design:
8. Personalization and AI in Services:
1. Examine and compare one of the following product sets. Base your comparison on such
factors as features, costs, convenience, ease of use, and value.
a. GPS versus maps.
b. Cell phones versus landlines.
c. Online shopping versus “bricks and mortar” shopping.
d. Standard gasoline automobile engines versus hybrids

Comparison of Cell Phones vs. Landlines

When comparing cell phones and landlines, it’s essential to evaluate them based on features, costs,
convenience, ease of use, and value.

1. Features

 Cell Phones:
o Portability: Cell phones are portable and can be used anywhere with network coverage, offering mobile
communication, internet access, GPS, apps, camera, and more.
o Multifunctionality: Besides making calls, they provide texting, video calls, browsing, emails, and
entertainment apps, making them highly versatile.
o Smart Technology: Most cell phones are now smartphones, offering advanced features such as voice
assistants (e.g., Siri, Google Assistant) and app ecosystems.

 Landlines:
o Fixed Location: Landlines are stationary and tied to a specific location, typically used for basic voice
calls.
o Limited Features: Landlines generally have fewer features—typically just voice calls, call waiting, and
voicemail. There’s no internet, texting, or video capability.
o Reliability in Emergencies: Landlines can be more reliable during emergencies (e.g., power outages), as
they often work when mobile networks are down.

2. Costs

 Cell Phones:
o Higher Device Costs: Smartphones can be expensive, with new models often costing hundreds or even
over a thousand dollars.
o Service Plans: Cell phone service plans can be costly, especially with data, text, and international call
packages. Monthly costs are higher for premium data plans.
o Frequent Upgrades: Many users upgrade their devices every few years, adding to overall costs over
time.

 Landlines:
o Lower Equipment Costs: Landline phones are inexpensive, and the service itself is often much cheaper
than mobile phone plans, with lower monthly costs.
o Minimal Additional Costs: There are fewer add-on charges compared to cell phones (e.g., no data or
texting fees).
3. Convenience

 Cell Phones:
o Highly Convenient: Cell phones offer convenience through mobility. They allow users to stay connected
wherever they go, making them ideal for on-the-go communication.
o Multitasking: Users can access multiple services (calls, texts, apps) on one device, streamlining tasks
and communication.
o 24/7 Availability: Since people carry their cell phones everywhere, they can be reached at any time,
making them more convenient for personal and work communications.

 Landlines:
o Less Convenient: Landlines are limited to fixed locations, requiring the user to be at home or in the
office to make or receive calls.
o Dependence on Location: They don’t offer the flexibility of mobile communication, as users must be in
one place to access the service.

4. Ease of Use

 Cell Phones:
o Easy, but Can Be Complex: Cell phones offer intuitive touch-screen interfaces, making basic tasks (like
calling and texting) easy for most users. However, smartphones can become complex with the vast array
of apps and settings available.
o Learning Curve for New Features: While basic functions are simple, features like app management,
mobile payments, and advanced settings may have a learning curve, especially for non-tech-savvy
individuals.

 Landlines:
o Very Simple to Use: Landlines are straightforward, with basic functions like dialing and answering calls.
There are no complicated interfaces or advanced settings to learn, making them accessible for all age
groups.
o No Additional Functions to Learn: Since they are limited to voice communication, there is little to no
learning curve.

5. Value

 Cell Phones:
o Higher Perceived Value Due to Multifunctionality: The ability to perform multiple tasks on a single
device—communication, entertainment, navigation, productivity—provides significant value, making the
higher cost justifiable for many users.
o Essential for Modern Life: For most people, cell phones are indispensable for personal and professional
use, giving them immense practical value.
o Frequent Innovations: Continuous upgrades in technology (5G, better cameras, faster processors)
increase the value proposition for frequent users.

 Landlines:
o Cost-Effective for Basic Communication Needs: For users who need only basic voice communication
without mobile services, landlines offer tremendous value at a lower cost.
 o Decreasing Usage and Value Over Time: With the rise of mobile phones, the perceived value of
landlines has decreased, as many people have discontinued them altogether.

Service Blueprints for Banking Transactions

a. Making a Savings Deposit Using a Teller

1. Customer Actions:
o The customer arrives at the bank and enters the queue.
o they request a savings deposit.
o They provide account details, deposit slip, and funds (cash or check).
o The customer confirms the transaction and receives a receipt.

2. Frontstage (Visible Contact Actions):

o Teller greets the customer and verifies identity and account details.
o The teller processes the deposit request.
o The teller confirms deposit completion and hands over the receipt.

3. Backstage (Invisible Contact Actions):

o Teller accesses the bank's account database to verify customer details.
o Teller inputs deposit information into the bank system.
o The bank system updates the customer's account balance.

4. Support Processes:
o The bank's IT system confirms and logs the transaction in the savings account.
o Security systems ensure the accuracy and integrity of the transaction.

5. Physical Evidence:
o Deposit slip, customer receipt, bank signage, and the teller window.

b. Applying for a Home Equity Loan

1. Customer Actions:
o Customer schedules an appointment or walks in to inquire about the loan.
o Customer provides necessary documentation (ID, proof of income, property details, etc.).
o Customer fills out the loan application form.

2. Frontstage (Visible Contact Actions):

o Loan officer explains the loan options and answers questions.
o The loan officer collects documents and verifies information.
o The customer submits the completed application form.

3. Backstage (Invisible Contact Actions):

o The loan officer reviews the application and creditworthiness.
o The bank runs checks on the customer's credit report and property valuation.
o Loan underwriters assess the application for approval.

4. Support Processes:
o Credit and underwriting departments process and review the loan.
o IT systems support document submission, approval workflows, and notifications.
 5. Physical Evidence:
o Loan application form, document copies, brochures explaining loan terms, and the final loan contract.

Service Blueprints for Post Office Transactions

a. Buying Stamps from a Machine

1. Customer Actions:
o Customer selects stamp option on the machine.
o Customer inserts payment (coins, bills, or card).
o Customer collects stamps and receipt.

2. Frontstage (Visible Contact Actions):

o Machine displays stamp options and guides the customer through the purchase process.
o Machine processes the payment and issues stamps.

3. Backstage (Invisible Contact Actions):

o Payment processing through the bank's network or a card system.
o Stock management to ensure the machine has adequate stamps.

4. Support Processes:
o The post office IT system manages stamp inventory and payment processing.
o Maintenance staff refills the machine and resolves technical issues.

5. Physical Evidence:
o The machine interface, stamps, and printed receipt.

b. Buying Stamps from a Postal Clerk

1. Customer Actions:
o The customer enters the post office and joins the queue.
o The customer requests stamps from the clerk.
o The customer pays and receives stamps and a receipt.

2. Frontstage (Visible Contact Actions):

o Clerk greets the customer and offers stamp options.
o The clerk processes the payment and hands over the stamps.

3. Backstage (Invisible Contact Actions):

o Clerk accesses inventory and updates the post office system.
o Payment systems are engaged to verify and process the transaction.

4. Support Processes:
o IT systems manage inventory and payment processing.
o Security and customer database ensure transaction accuracy.

5. Physical Evidence:
o Postal counter, stamps, receipt, and any signage at the counter.
5. List the steps involved in getting gasoline into your car for full service and for self-service.
Assume that paying cash is the only means of payment. For each list, identify the potential
trouble points and indicate a likely problem.

5. Steps for Getting Gasoline into Your Car (Full Service vs. Self-Service)

Full Service Gas Station:

1. Arrive at the station and park near the pump.

2. Signal the attendant that you want fuel.
3. Inform the attendant of your fuel type and amount.
4. The attendant pumps the gas into your car.
5. You provide cash payment to the attendant.
6. The attendant returns with change (if applicable).
7. Receive the receipt (optional) and drive away.

Potential Trouble Points for Full Service:

 Communication issues: If there is miscommunication regarding the fuel type or amount, the wrong fuel could be
pumped.
 Cash handling: If the attendant miscounts or makes a mistake with change, this could lead to disputes.
 Attendant error: The attendant might not properly secure the gas cap or could damage the car while refueling.

Self-Service Gas Station:

1. Park your car next to a pump.

2. Turn off your engine and exit the vehicle.
3. Open the gas cap of your car.
4. Select the fuel grade at the pump.
5. Insert cash into the machine.
6. Pump the gasoline into your car until desired amount or automatic shut-off.
7. Return the nozzle to the pump.
8. Secure your gas cap and drive away.

Potential Trouble Points for Self-Service:

 Cash not accepted: The machine might reject your cash, or it might not return the correct change.
 Pump malfunction: The pump might not start, or there could be an issue with the fuel flow.
 Fuel overflow: If the automatic shut-off fails, fuel could spill out, creating a mess and a hazard.
 Gas cap issues: The customer might forget to properly close the gas cap.

6. Construct a list of steps for making a cash withdrawal from an automated teller machine
(ATM). Assume that the process begins at the ATM with your bank card in hand. Then
identify the potential failure points (i.e., where problems might arise in the process). For
each failure point, state one potential problem.

6. Steps for Making a Cash Withdrawal from an ATM:

1. Insert your bank card into the ATM.

 2. Select your language on the screen.
3. Enter your PIN when prompted.
4. Select "Withdraw Cash" from the menu.
5. Choose the amount of cash to withdraw.
6. Confirm the transaction on the screen.
7. Wait for the ATM to dispense cash.
8. Take your cash and collect your receipt (optional).
9. Retrieve your card from the ATM.

Potential Failure Points:

 Card not read properly: The ATM may fail to read the card, causing delays.
 PIN entry errors: Entering the wrong PIN could result in the transaction being declined or the card being locked.
 ATM malfunction: The machine may fail to dispense the cash or could be temporarily out of service.
 Insufficient funds: If your account balance is too low, the withdrawal could be denied.
 Cash not dispensed properly: The machine might dispense the wrong amount of money or get jammed.

a. Two Technical Requirements with the Highest Impact on the Customer Requirement that
the Paper Not Tear:

1. Type of Paper: The type of paper used has a direct influence on whether the paper will tear. Thicker,
more durable paper is less likely to tear during the printing process. Using lower-quality or thinner paper
can lead to tearing, especially in high-speed printers.
2. Internal Paper Feed: The internal paper feed mechanism also plays a critical role. If the paper feed
system is not smooth or properly aligned, it may result in jams or paper tearing as the printer pulls the
paper through.

b. Customer Requirements and Corresponding Technical Requirements for a Laser Printer:

 Customer
Technical Requirements Greatest Impact
Requirements

Type of Paper, Internal Paper Internal Paper Feed: Ensures smooth feeding and prevents paper
Paper doesn’t wrinkle
Feed from wrinkling.

Prints clearly Print Element, Type of Paper Print Element: Ensures high-quality print clarity and consistency.

Internal Paper Feed, Print Internal Paper Feed: Impacts overall ease of operation with
Easy to use
Element fewer jams.

Explanation:

 Type of Paper: Paper quality affects how well the printer can handle it without wrinkling or tearing.
 Internal Paper Feed: Proper feeding mechanisms prevent issues like paper wrinkling or tearing.
 Print Element: The print element's quality affects how clearly the output appears on the paper.

To answer this question, let’s break it down into two parts: the customer
requirements and the technical requirements for a product or service. Below is a
structure for the most important customer and technical requirements, along with a
checklist that shows which requirements are related.
Three Most Important Customer Requirements (excluding cost):

1. Reliability: The product must function as expected without frequent malfunctions.

2. Ease of Use: Customers value products that are intuitive and easy to operate, minimizing the learning curve.
3. Durability: The product should withstand regular usage without breaking down or deteriorating.

Three Most Relevant Technical Requirements (excluding sanitary conditions):

1. Materials Quality: The use of high-quality materials ensures durability and reliability of the product.
2. User Interface Design: This refers to how intuitive and user-friendly the product is, impacting ease of use.
3. Manufacturing Precision: High manufacturing standards lead to fewer defects and a more reliable product.

Checklist of Customer and Technical Requirements Relationships

Customer Requirements Materials Quality User Interface Design Manufacturing Precision

Reliability ✅ ✅

Ease of Use ✅

Durability ✅ ✅

Explanation:

 Reliability: Tied to the materials quality and manufacturing precision, as both aspects ensure the product
functions consistently.
 Ease of Use: Primarily linked to the user interface design, as an intuitive design makes the product easier to
operate.
 Durability: Related to materials quality and manufacturing precision, which determine how well the product
withstands regular wear and tear.