Assessing the responsiveness of existing production operations

Production responsiveness refers to the ability of a production system to achieve its operational goals in the presence of supplier, internal and customer disturbances, where disturbances are those sources of change which occur independently of the system's intentions. A set of audit tools for assessing the responsiveness of production operations is being prepared as part of an EPSRC funded investigation. These tools are based on the idea that the ability to respond is linked to: the nature of the disturbances or changes requiring a response; their impact on production goals; and the inherent response capabilities of the operation. These response capabilities include information gathering and processing (to detect disturbances and production conditions), decision processes (which initiate system responses to disturbances) and various types of process flexibilities and buffers (which provide the physical means of dealing with disturbances). The paper discusses concepts and issues associated with production responsiveness, describes the audit tools that have been developed and illustrates their use in the context of a steel manufacturing plant.

An investigation of customer delight during product evaluation: Implications for the development of desirable products

This paper reports findings from three research methods used to study customer delight during product evaluation. The results are framed in terms of existing models, high-lighting inadequacies in the assumptions these models make. Implications for product development are proposed in the form of practical strategies for understanding and delighting customers. © IMechE 2007.

Foresight vehicle programme - Customer understanding processes in design

Customer feedback is normally fed into product design and engineering via quality surveys and therefore mainly comprises negative comments: complaints about things gone wrong. Whilst eradication of such problems will result in a feeling of satisfaction in existing customers, it will not instil the sense of delight required to attract conquest buyers. CUPID's aim is to conceive and evaluate ideas to stimulate product desirability through the provision of delightful features and execution. By definition, surprise and delight features cannot be foreseen, so we have to understand sensory appeal and, therefore, the "hidden" voice of the customer. Copyright © 2002 Society of Automotive Engineers, Inc.