Product design for service exellence | |
| Author | Peangkwan Suwannimitr |
| Call Number | AIT Thesis no.ISE-12-50 |
| Subject(s) | Product design Design services |
| Note | A thesis submitted in partial fulfillment of the requirements for the degree of Master in Industrial and Manufacturing Engineering, School of Engineering and Technology |
| Publisher | Asian Institute of Technology |
| Series Statement | Thesis ; no. ISE-12-50 |
| Abstract | Since a number of product in the market keeps rising every day, service ha s become the third aspect that customers take into consideration in addition to quality and price when they make buying decision. In addition, i t is found that service plays an important role in the product life cycle because the product may require a user support such as install, operate, repair, or dispose. However, from an empirical observation, only few products manufactured today are designed for service activities. This is sometime due to optimization of the manufacturing process, desig n focuses only on a functional without concern of service process, especially if the manufacturer is weak in identifying customer need . From these reasons, this research proposed a concept of Product Design for Service Excellence to incorporating service information into product design, in order to enhance service excellence. Service Index (SI) has been introduced to indentify a current service performance of an existing product. The proposed methodology starts from service performance evaluation of an ini tial product. Then, Service Index indicates the cause of service difficulty. Therefore, the manufacturer can use the evaluation results to improve a product design base on service consideration. Moreover, Design for Service Excellence is cooperation betwee n manufacturer and customer. This approach allows a product end user to identify his experiences in service support. The manufacturer can benefit from obtaining information to refine product specification to meet customer service requirements. This appro ach has been implemented in various types of products to illustrate its merits. As a result, a product design is able to satisfy customer by reducing service complexity. Moreover, the product value and service delivery performance can be enhanced through a technical design support. |
| Year | 2012 |
| Corresponding Series Added Entry | Asian Institute of Technology. Thesis ; no. ISE-12-50 |
| Type | Thesis |
| School | School of Engineering and Technology (SET) |
| Department | Department of Industrial Systems Engineering (DISE) |
| Academic Program/FoS | Industrial Systems Engineering (ISE) |
| Chairperson(s) | Pisut Koomsap |
| Examination Committee(s) | Voratas Kachitvichyanukul;Huynh Trung Luong |
| Scholarship Donor(s) | Royal Thai Government Fellowship |
| Degree | Thesis (M.Eng.) - Asian Institute of Technology, 2012 |