Multi-factor service design: identification and consideration of multiple factors of the service in its design process

Lim, Chiehyeon; Kim, Ki‐Hun; Kim, Minjun; Kim, Kwang-Jae

doi:10.1007/s11628-018-0363-z

Cited by 11 publications

(9 citation statements)

References 49 publications

(93 reference statements)

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“…12 And then, product design-oriented model provides a faster response to customer needs, which can reduce the pre-production costs and decrease the time required for development. 17,18 However, it brings about the problem of selection on DRs from the perspective of practical view. For this aim, the product design-oriented can be divided into three layers in accordance with its attributes, which is like a sandwich-like structure that includes the relationship matrix between CRs and DRs.…”

Section: Methodsmentioning

confidence: 99%

Implementing product design assessment with sandwich-like architecture: A case study in an automotive company

Liu

et al. 2020

Proceedings of the Institution of Mechanical Engineers, Part C:

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Product design-oriented models are a decision-making problem with multiple criteria based on the assessment of product design factor that represent engineer judgments and customer desires, and are used to adapt to increasing competition and high levels of customization. Thus, in this work, a “sandwich-like” architecture and a hybrid integrated approach including triangle fuzzy numbers, quality function deployment, and the LeaderRank algorithm are respectively proposed to express and assess product designs more effectively. Additionally, the proposed approach is a measure study which can determine the design requirements, the relationships between product design and customer requirements, and the correlations among product values. The fuzzy analytical network process and LeaderRank algorithm are employed to evaluate the product design requirements and interaction between the product value and the uncertainty that exists in expert judgment. Besides, a case study is selected as an example to illustrate the “sandwich-like” architecture in the product design stage, and a priority analysis is performed to assess the importance degrees of product designs for customer needs, thereby providing optimization for product design and an effective approach to improve the product value.

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Section: Methodsmentioning

confidence: 99%

Implementing product design assessment with sandwich-like architecture: A case study in an automotive company

Liu

et al. 2020

Proceedings of the Institution of Mechanical Engineers, Part C:

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“…Service design is an inter-disciplinary domain that assists in service innovation based on design-thinking approach in order to fulfill the customer desires and expectations during service (Lim et al, 2019). The customer oriented insurance service design would attract the farmers and increase their widespread participation in crop insurance (Halcrow, 1949).…”

Section: Significance Of Service Design In Insurance Service and Actu...mentioning

confidence: 99%

Mapping the customer centric weather index insurance service design using quality function deployment

Singh

Agrawal

2022

TQM

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PurposeThe present paper aims to propose a framework on weather index insurance (WII) service design by using quality function deployment (QFD).Design/methodology/approachThis study utilizes QFD technique to propose a customer oriented framework on WII service design. In initial phase, customer and design requirements were gathered to derive the relationship between customers' and managers' voice for construct the house of quality (HOQ). Later on, prioritized customer and design requirements as QFD outcome were utilized to develop the action plan matrix in order to suggest the future action plans.FindingsThis study proposed a customer centric framework on WII service design to address the customer requirements. Findings show that adequate claim payments, hassle free prompt claim payment and transparency in losses computation are prioritized customer requirements with highest importance rating, whereas, accurate claim estimation, claim management system and advancement of technology are prioritized service design necessities with highest importance rating.Research limitations/implicationsThe proposed WII service design can enhance the quality of WII service by attain the higher standards of WII service in order to completely satisfy the customers.Practical implicationsThe proposed WII service design can provide a solution to the problems faced by WII industry by improve the customer's service experience and satisfaction.Originality/valueBased on best of author's knowledge, this paper first proposed a framework on WII service design by integrating customer and design requirements by using QFD.

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“…The new ideas will then be applied to enhance the evolution of innovation (Tschimmel, 2012). In general, Design Thinking will address problems, which are generally difficult to solve using traditional methods, in a more dynamic way, stimulating imagination and creativity, and with the aim of generating practical ideas and solutions that have maximum value for the end consumer (Mosely et al, 2018;Lim et al, 2019). The "user-centred design", is a new approach of Design Thinking that focuses on the innovation in product improvement and design processes.…”

Section: Literature Reviewmentioning

confidence: 99%

Design Thinking to Enhance Requirements Analysis in Systems Engineering

Batista

Hassan

Bonjour

2020

Proc. Des. Soc.: Des. Conf.

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Systems engineering (SE) is a general methodological approach that includes all relevant activities to design, develop and verify a system. This work was based on the need to enhance the integration of the customer needs into the design phases of SE. A joint methodology was proposed integrating the SE approach with the Design Thinking (DT). An analysis was conducted as part of a case study proposed by IBM Corporation for the development of a security system for a building. The results confirm that the insertion of the DT in the SE has a significant impact on the generation of concept solutions.

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Multi-factor service design: identification and consideration of multiple factors of the service in its design process

Cited by 11 publications

References 49 publications

Implementing product design assessment with sandwich-like architecture: A case study in an automotive company

Implementing product design assessment with sandwich-like architecture: A case study in an automotive company

Mapping the customer centric weather index insurance service design using quality function deployment

Design Thinking to Enhance Requirements Analysis in Systems Engineering

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