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Customer Focused Product and Service Development, 6 credits
Kundfokuserad produkt- och tjänsteutveckling, 6 hp
TMQU13
Main field of study
Industrial Engineering and ManagementCourse level
Second cycleCourse type
Programme courseExaminer
Elisabeth JohanssonDirector of studies or equivalent
Björn OskarssonEducation components
Preliminary scheduled hours: 34 hRecommended self-study hours: 126 h
Available for exchange students
YesECV = Elective / Compulsory / Voluntary
Main field of study
Industrial Engineering and ManagementCourse level
Second cycleAdvancement level
A1XCourse offered for
- Design and Product Development
- Industrial Engineering and Management - International, M Sc in Engineering
- Industrial Engineering and Management, M Sc in Engineering
- Mechanical Engineering, M Sc in Engineering
- Industrial Engineering and Management, Master's programme
Entry requirements
Note: Admission requirements for non-programme students usually also include admission requirements for the programme and threshold requirements for progression within the programme, or corresponding.
Prerequisites
Mathematical statistics, Quality Management and EngineeringIntended learning outcomes
This course provides in-depth knowledge and skills in methods and theoretical approaches to customer-centric products and services development. After the course the student should be able to:
- Demonstrate advanced knowledge of statistical as well as qualitative methods to collect, process and draw conclusions on customer requirements
- Apply an engineering systems perspective in the implementation of decision support for development processes and projects
- Understand how the handling of customer requirements can be integrated into industrial product and service development processes
- Apply different theoretical perspectives on the concept of innovation, and understand how users of services and products may contribute to innovation
- Use Quality Function Deployment to translate customer requirements into technical product characteristics and requirements on production processes
- Analyse the interaction between man, technology and organization in a product and service solution
- Evaluate the choice of method for involving the user, and make decisions according to findings
- Identify, utilize and critically analyse scientific literature in the field.
- Use the course methodologies in the implementation of a development project and communicate the results
Course content
Product development processes, Stage gate models, Quality function deployment, the Kano model, Service innovation, Service recorvery, Voice of the customer, MTO, Crtitical Incident Technique, Swtiching path analysis
Teaching and working methods
The theoretical elements of the course are undertaken in the form of lectures and workshops. The course has a strong research connection and scientific papers represent a significant part of the literature. The course is based on the active participation and to provide course practical skills, knowledge is applied in three different projects carried out in groups and individually. In addition, guest lectures will illustrate industrial cases.
Examination
| UPG1 | Assignments and laboratory exercises | 6 credits | U, 3, 4, 5 |
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 (2 group assignements and 1 individual) and participation in a literature seminar.
Grades
Four-grade scale, LiU, U, 3, 4, 5Other information
| Supplementary courses: Six Sigma Quality, Quality and Process Development, Lean production |
Department
Institutionen för ekonomisk och industriell utvecklingDirector of Studies or equivalent
Björn OskarssonExaminer
Elisabeth JohanssonEducation components
Preliminary scheduled hours: 34 hRecommended self-study hours: 126 h
Course literature
Additional literature
Books
- Gustafsson, Anders, Johnson, Michael D., (2003) Competing in a service economy. [Elektronisk resurs] : how to create a competitive advantage through service development and innovation
ISBN: 0787970670, 9780787970673
San Francisco, Calif. ; [Great Britain] : Jossey-Bass, c2003; University of Michigan Business School management series
| Code | Name | Scope | Grading scale |
|---|---|---|---|
| UPG1 | Assignments and laboratory exercises | 6 credits | U, 3, 4, 5 |
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 (2 group assignements and 1 individual) and participation in a literature seminar.
Regulations (apply to LiU in its entirety)
The university is a government agency whose operations are regulated by legislation and ordinances, which include the Higher Education Act and the Higher Education Ordinance. In addition to legislation and ordinances, operations are subject to several policy documents. The Linköping University rule book collects currently valid decisions of a regulatory nature taken by the university board, the vice-chancellor and faculty/department boards.
LiU’s rule book for education at first-cycle and second-cycle levels is available at http://styrdokument.liu.se/Regelsamling/Innehall/Utbildning_pa_grund-_och_avancerad_niva.
Additional literature
Books
Gustafsson, Anders, Johnson, Michael D., (2003) Competing in a service economy. [Elektronisk resurs] : how to create a competitive advantage through service development and innovation
ISBN: 0787970670, 9780787970673
San Francisco, Calif. ; [Great Britain] : Jossey-Bass, c2003; University of Michigan Business School management series
Note: The course matrix might contain more information in Swedish.
I = Introduce, U = Teach, A = Utilize
| I | U | A | Modules | Comment | ||
|---|---|---|---|---|---|---|
| 1. DISCIPLINARY KNOWLEDGE AND REASONING | ||||||
| 1.1 Knowledge of underlying mathematics and science (G1X level) |
|
|
X
|
|||
| 1.2 Fundamental engineering knowledge (G1X level) |
|
|
X
|
|||
| 1.3 Further knowledge, methods, and tools in one or several subjects in engineering or natural science (G2X level) |
|
|
|
|||
| 1.4 Advanced knowledge, methods, and tools in one or several subjects in engineering or natural sciences (A1X level) |
|
|
|
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| 1.5 Insight into current research and development work |
|
|
|
|||
| 2. PERSONAL AND PROFESSIONAL SKILLS AND ATTRIBUTES | ||||||
| 2.1 Analytical reasoning and problem solving |
X
|
X
|
X
|
UPG1
|
||
| 2.2 Experimentation, investigation, and knowledge discovery |
X
|
X
|
|
UPG1
|
||
| 2.3 System thinking |
X
|
X
|
|
UPG1
|
||
| 2.4 Attitudes, thought, and learning |
|
|
X
|
UPG1
|
||
| 2.5 Ethics, equity, and other responsibilities |
|
|
|
|||
| 3. INTERPERSONAL SKILLS: TEAMWORK AND COMMUNICATION | ||||||
| 3.1 Teamwork |
|
X
|
|
UPG1
|
||
| 3.2 Communications |
|
X
|
|
UPG1
|
||
| 3.3 Communication in foreign languages |
|
X
|
|
UPG1
|
||
| 4. CONCEIVING, DESIGNING, IMPLEMENTING AND OPERATING SYSTEMS IN THE ENTERPRISE, SOCIETAL AND ENVIRONMENTAL CONTEXT | ||||||
| 4.1 External, societal, and environmental context |
|
|
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| 4.2 Enterprise and business context |
X
|
|
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| 4.3 Conceiving, system engineering and management |
|
X
|
|
UPG1
|
||
| 4.4 Designing |
|
X
|
|
UPG1
|
||
| 4.5 Implementing |
X
|
|
|
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| 4.6 Operating |
X
|
|
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| 5. PLANNING, EXECUTION AND PRESENTATION OF RESEARCH DEVELOPMENT PROJECTS WITH RESPECT TO SCIENTIFIC AND SOCIETAL NEEDS AND REQUIREMENTS | ||||||
| 5.1 Societal conditions, including economic, social, and ecological aspects of sustainable development for knowledge development |
|
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| 5.2 Economic conditions for knowledge development |
|
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| 5.3 Identification of needs, structuring and planning of research or development projects |
|
X
|
|
UPG1
|
||
| 5.4 Execution of research or development projects |
|
X
|
|
UPG1
|
||
| 5.5 Presentation and evaluation of research or development projects |
|
X
|
|
UPG1
|
||
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