COVERAGE

 What are design and process?

 Product and services design and process
design are interrelated.
 Design activity is a process itself
 Designing processes
 Process types
DESIGN:
“To design” refers to the process of
originating and developing a plan for a
product, service or process.
PROCESS:
Is any part of an organization which takes a
set of input resources which are then used
to transform something into outputs of
products or services.
 PROCESS DESIGN
4.4 Process Design

Process design
Processes that Processes that
Design Products Produce Products
and Services and Services
Supply Network Design
Concept Generation

Screening
Layout
and Flow
Preliminary Design

Evaluation and
Improvement
Process Job
Technology Design
Prototyping and final
design

© Nigel Slack, Stuart Chambers & Robert Johnston, 2004 Operations Management, 4E: Chapter 4
NATURE OF THE DESIGN ACTIVITY:
1) Design is inevitable – products, services and
the processes which produce them all have to be
designed.

2) Product design influences process design –

decisions taken during the design of a product or
service will have an impact on the decisions taken
during the design of the process which produces
those products or services and vice versa.
 PRODUCT & SERVICES DESIGN ARE
4.6
Product & services design are
INTERRELATED TO ITS
interrelated to itsPROCESS DESIGN
process design
Designing the Designing the
Product or Processes that
Service Produce the Product
or Service

Processes should be
Products and services designed so they can
should be designed in create all products
such a way that they and services which
can be created the operation is likely
effectively to introduce

Decisions taken during the design of the product or service will have
an impact on the process that produces them and vice versa

© Nigel Slack, Stuart Chambers & Robert Johnston, 2004 Operations Management, 4E: Chapter 4
 PROCESS DESIGN AND PRODUCT/SERVICE
DESIGN ARE INTERRELATED
To commit to the detailed design of a product or service consideration
must be given to how it is to be produced.
Design of process can constrain the design of products and services
The overlap is greater in the service industry:
Service industry - it is impossible to separate service design and
process design – they are the same thing.
Manufacturing industry - it is possible to separate product design and
process design but it is beneficial to consider them together because
the design of products has a major effect on the cost of making them.
PROCESS AND PRODUCT/SERVICE DESIGN
MUST SATISFY CUSTOMER
Products/services designer customers satisfaction criteria
• Aesthetically pleasing
• Reliability
• Meets expectation
• Inexpensive
• Quality
• Easy to manufacture and deliver
• Speedy
PROCESS AND PRODUCT/SERVICE DESIGN
MUST SATISFY CUSTOMER
Process designer customers satisfaction achieved
through:
• Layout
• Location
• Process technology
• Human skills