| TMQU13 | Customer Focused Product and Service Development, 6 ECTS credits. /Kundfokuserad produkt- och tjänsteutveckling/ |
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Prel. scheduled
hours: 30 |
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Area of Education: Technlogy Main field of studies: Industrial Engineering and Management |
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| Advancement level
(G1, G2, A): A
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| Aim: This course aims at giving the student a deep understanding of what customer focus means in the development of new products and services. The course provides a comprehensive coverage of the subjects from customer focus - one of the fundamental ideas behind Quality Management �?" to state of the art concepts and applications. Methods to gather, analyze and understand customer ideas and needs are emphasized but the course has a management orientation. After having finished the course the student will have: �?� basic theoretical knowledge about customer satisfaction, customer orientation, product and service development processes. �?� knowledge and understanding of different models for how a customer experiences a product or service and how this knowledge can be applied in practical contexts. �?� Principle understanding about working procedures and methods for collection and translation of customer needs into concrete product and service characteristics. �?� the ability to plan, apply, analyze, draw conclusions and communicate the result of investigations of customer needs. |
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| Prerequisites: (valid for students admitted to programmes within which the course is offered) Mathematical statistics, Quality Management and Engineering Note: Admission requirements for non-programme students usually also include admission requirements for the programme and threshhold requirements for progression within the programme, or corresponding. |
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| Supplementary courses: Six Sigma Quality, Quality and Process Development, Lean production |
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| Organisation: The course teaches methods used in customer focused product and service development. Those methods are closely related to the area of quality management, service innovation and product development. In several student projects these methods will be applied in practice. |
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| Course contents: Example of content: The Product and Service Development Process; Quality Function Deployment; Customer Satisfaction; Voice of the Customer; Qualitative Market Research Techniques; Service Maintenance, Improve Service Performance, Service Innovation. |
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| Course literature: Gustafsson, A. and M.D. Johnson (2003). Competing in Service Economy Other material will be provided on the course homepage |
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| Examination: | |||
| Various assignments and participation in a laboratory exercise. |
6 ECTS |
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| The course is organized around lectures, seminars and workshops in which important issues are presented and discussed. The examination of the course is based on assignments and participation in a literature seminar. | |||
Course language is English. Department offering the course: IEI. Director of Studies: Bozena Poksinska Examiner: Lars Witell Link to the course homepage at the department Course Syllabus in Swedish |
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