enhance customer satisfaction

Map Branches

• 1. overview of systems
  • overlaping
  • interconnection
  • affect by modern live
  • information technology
  • human--natural system (environment)
• 2. definition of a system
  • a group of interacting, interrelated or interdependent elements
    • requires
      • principles
      • rules
      • procedure
  • collective quality
    • functional related
    • network of structures or channels
    • coherent structure of compatible elements
• 3. describe the charateristics of systems
  • physical aspect of systems
    • facilities
  • 4. information aspect in systems
    • example
      • road signage
        • conform to a standard
          • size
          • typeface
          • colors
          • symbols
        • example
          • UK motorway signs
        • purposes
          • information abt/ the consequences
          • users make the decision
    • 5. directional signs
      • elements
      • standards
      • purposes
        • decision making
• 4. follow the topic of #3 focus on effectiveness and problems
  • 6. effectiveness of a system
    • coherence
    • clear standards
    • as signage, computer program runs into this problem
  • 3. problems when new requirements arise
    • examples
      • development of automobile, exp- roads, fuel..
• 7. transportation system
  • comparable to automobile and road system
  • key case study
    • London Transport
      • Frank Pick, leader
      • Harry Beck, infodesign
  • 8. subsystems in transport system
    • purpose
      • balance btw/ coordination and specific requirement
    • physical part
    • information part
• 9. how a system works, illustration of a trip on a train or subway
  • information part
    • languages
    • maps
    • sign
    • restrictions
    • advertising
    • propaganda
    • timetables
  • physical part
    • train
    • machines
    • facility
    • decorations
  • 10. continue from #9 (the trip)
    • objects
      • trains etc.
    • environment
      • waiting room etc.
• 7. effectiveness of systems in the illustration of a trip
  • what is an effective system in terms of ease of use
    • consistancy
    • standerdization
      • 11.advantage of standardization
        • for disabilities
          • for wheelchairs
          • for blinds
            • example in Tokyo Subway
    • examples
      • Metro in Lisbon
      • Tokyo subway
• 12. other levels of systems
  • new problems
    • markets
    • regional economic unification
    • cultures
    • globalization
      • 13.continue in the issue of globalization
  • products
    • development
    • manufacture
• 14. mass production
  • early stage
    • unflexible
    • better when standardizing the product
  • now
  • example
    • produce cars for right- or left- handed
• 15. design for mass production
  • for discrete products
    • particular purpose
      • specific assemblies
        • differentiation in the market
  • new technologies
    • flexible production
    • emphasis on process
    • standardize interfaces or connections
• 16. example in National Bicycle Industrial Company of Japan for #15
  • customers specify models
    • customers' dimention
    • additional components
    • color preference
  • different blueprint
    • combination of standardized and cut-to-fit parts
• 17. another example: Motorola
  • 29 million variants of pager
    • elimination of being tied up in inventories
    • enhance customer satisfaction
• 18. another example: Hewlett-Packard (how they achieve it)
  • printers
    • delay product differenciation
    • adaptable
    • able to integrate
    • delivered to the nearest point to customers
    • configure to meet the particular context, exp. electrical sys.
• 19. a short summary of manufacture and customize in these days which lead to modules and platforms
• 19. Modular units (follow the configuration idea)
  • overall structure
    • add-on optional elements
    • interface elements
    • essential functional components
    • able to customize
    • group in standard modular units
    • example
      • Lego
• 20. evolution of Modular systems
  • 1910s, unit furniture
  • 1920s, able to group and adapt by different users
  • 1980s, kitchen systems
    • computer simulation
    • examples
      • Siematic
      • Poggenpohl
    • less expensive stocks and warehousing
• 21. more about Modular systems
  • electronic manufactures
    • prolific variations of audio and visual products
    • example
      • Dell Computers
        • specification by customers through internet
• 22. short conclusion of the modules
• 22. product platforms
  • serve basic functional purpose
  • rapidly manufacture a variety of product configurations
    • able to response to the changing and competitive market rapidly
  • example
    • Sony's Walkman in 1979
    • 23. other examples follow #22 platforms
      • 1987 Fuji camra
        • Kodak in response to Fuji
          • 1994, Kodak had 70% of US market
• 24. another example of platforms: Ford Motor Corporation
  • in order to restructure the company as a global organization
    • restrict by global dimentions
    • idea of platform
      • enable Ford to manufacture wherever cheaper
      • also adapt for different markets
      • rapidly response to the new needs
• 25. short conclusion of the platforms in manufacture systems
  • resolve the contradiction
    • manufacture in high volumes economically
    • fulfill the needs of individual customers
    • distinctiveness and commonality work side by side
  • 26. advantages
    • better follow-up services
    • example
      • personal copier by Canon
        • ink refill + element service in a common module
• 27. artificial system vs. biological world (the parts and the whole)
  • compatibility
  • how changes in one part consequences the whole
    • effects on other overlapping systems
  • solution
    • design
  • possible problem
    • design
      • self-interest
      • subsystem within economic and social systems

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