USING PRODUCT & PROCESS DESIGN TOOLS TO IMPROVE SERVICES
DS 36: Proceedings DESIGN 2006, the 9th International Design Conference, Dubrovnik, Croatia
Year: 2006
Editor: Marjanovic, D.
Author: Hollins, W.J.
Section: DEVELOPMENT OF PRODUCTS AND SERVICES
Page(s): 839-846
Abstract
As employment in the service sector in industrialised countries now exceeds that in manufacturing, engineering designers must turn to the service sector and by doing so, will find many of their existing skills can be adapted to this wider market. This paper looks at existing product and process design tools currently used by practitioners in manufacturing that can also be used in the design of services. Also, a different way of approaching the concept stage when designing services will be included. Introducing ‘Life Style Study’ as a trigger for service design to be used in conjunction with blueprinting. By considering a service blueprint as the service process design, this allows it to be analysed using production tools.
Keywords: services, product & process design & manufacture tools, design management, blueprinting