运营管理复习题 第3章

CHAPTER 3 NEW PRODUCT AND SERVICES DEVELOPMENT, AND

PROCESS SELECTION

第三章新产品、服务开发与流程选择

Chapter Overview

本章概述

This chapter looks at the issues related to new product and service development and the selection of the processes to deliver them. New products and services are being emphasized today because of increased competition and advances in technology. Organizations are constantly looking to reduce the time from idea generation to the market and to improve the ability of the design to meet the customers' requirements for new products. This is being accomplished in several ways including concurrent engineering, quality function deployment, and design for manufacturability. The new service development process varies slightly from products in that in many cases you design the service and the service delivery process simultaneously. Also customer contact plays a very substantial role in the design of the service process.

本章探讨了有关新产品和服务的开发以及流程选择的问题。当今企业十分强调新产品和服务，因为这可以提高企业竞争力和促进技术进步。企业不断的缩短产品从形成概念到推向市场的时间，并提高企业的设计能力来满足客户对新产品的需求。可以通过不同的方式来实现新产品的开发包括：并行工程，质量功能展开，面向可制造性设计。新服务的开发与新产品的开发不同的是在很多情况下服务设计与服务流程传递同时进行。客户接触在服务设计的过程中是个很重要的角色。

Major Points of Chapter

本章要点

1.Emphasis is being placed on new goods and services because of increased competition

and advances in technology.

1．当今企业十分强调新产品和服务，因为这可以提高企业竞争力和促进技术进步。

2.The ability to introduce new products faster than competitors can lead to greater market

share, price premiums, quick response to competition, and setting industry standards.

2．具有比竞争对手更快的新产品生产能力可以使企业获得更多的市场份额，溢价，快速响应竞争以及制定行业标准。

3.Categories of new products include incremental or derivative products, next generation or

platform products, breakthrough or radical products.

3．新产品分类包括派生产品，换代产品，创新产品（突破性产品）。

4.Concurrent engineering is being used to shorten the new product development process.

It involves a coordinated effort of all functional area.

4．并行工程的应用可以减少新产品的开发时间，它包括协调全部职能范围的努力。5.Type of manufacturing processes range from project to intermittent to line flow.

5．制造型企业的生产流程类型有项目型，离散加工型和流水型。

6.New service offerings include window dressing, breadth of offerings, revolutionary, and

channel development.

6．新服务包括粉饰型服务，多样化服务，创新型服务和渠道开发型服务。

7.The service-system design matrix is a framework for relating sales opportunities with

ways a service can interact with a customer.

7．服务系统设计矩阵是联系销售机会与和顾客互动服务方式的一个框架。

8.Service processes include the production line approach, the customer involvement

approach, and the personal attention approach.

8．服务流程包括生产线方式，自助服务方式和个体维护方式。