the design of functional (total care) products

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1、J.ENG.DESIGN,VOL.15,NO.6,DECEMBER2004,515540Thedesignoffunctional(totalcare)productsTERESAALONSO-RASGADO,GRAHAMTHOMPSONandBENGT-OLOFELFSTRO¨MTotalCareProducts(FunctionalProducts)areintegratedsystemscomprisinghardwareandsupportservices.TheFunctionalProductsupplier

2、providesallthesupportsystemsthatarerequiredtokeepthehardwareoperable.Thesupportsystemsareoftenreferredtoasservices.ThesuccessofTotalCareProductsdependsuponbothhardwareandservices.Wellestablishedmethodsexistforthedesignofhardware.Incomparison,designprocessesandmeth

3、odsforservicesarenotsowelldeveloped.ThispaperisconcernedwiththedefinitionanddesignoffunctionalProducts,inparticulardesignofservicesinthecontextofTotalCareProducts.Literaturefromtheservicesectorisreviewedexten-sivelytoidentifytheprincipalcomponentsofservicedesign.Th

4、einformationrequiredfortheexecutionofeachcomponentoftheprocess,andoutputsofeachcomponent,areconsideredwithrespecttothedesignofTotalCareProducts.Ofparticularinterestisthecustomer-supplierrelationshipthroughoutthedesignprocess.ThedesignofaTotalCareProductmayinvolvet

5、hecreationofanewservicesystemortheremaybeanexistingsystemthatmaybeadaptedordeveloped.Similarly,hardwaremaybematureorbeacompletelynewproduct.TherearethereforenumberofpermutationsofnoveltyandmaturityinthehardwareandservicecomponentsofanewTotalCareProduct.Thedesignpr

6、ocessesandmethodsemployedmusttakeintoaccounttherequireddegreeofnoveltyineachcomponent.TypicallyacustomerwillbegivenaguaranteeofacertainlevelofavailabilityoftheTotalCareProduct.Thisbringsintosharpfocusthereliabilityandmaintainabilityofthetotalsystem.Furtherresearch

7、directionsinTotalCareProductdesignareidentifiedespeciallyrelatedtofunctionalreliability.1.Introduction1.1.FunctionalproductsFunctionalP¼products,alsoknownastotalcareproducts,areproductsthatcomprisecombinationsofhardandsoftelements.Typically,theyaredescribedascompri

8、singhardwarecombinedwithaservicesupportsystem.Thehardwareelementisclearlyunderstoodandistypifiedbythevastrangeofequipmentpresentlyonofferforsaletocustome