Essay

Learning Objectives:
1.  Describe the steps involved in designing goods and services.
2.  Explain the concept and application of Quality Function Deployment.
3.  Describe how the Taguchi loss function, reliability, design for manufacture and design for sustainability are used for designing manufactured goods.
4.  Explain the five elements of service delivery system design.
5.  Describe the four elements of service encounter design.

Assignments:  
1.  Answer Problems # 2, 6, and 7 found on pages 101 in your textbook.