I-B-2 Customer Attributes 2012 v2

8/13/2019 I-B-2 Customer Attributes 2012 v2

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Customer,Customer Attributes

andEngineering Characteristics

MEP202Design, Innovation and Manufacturing


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THE CUSTOMER


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Customer - characteristics

Human beings

Any other living creature(bulls, pets, elephant, mouse, birds,)

Plants ?!


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Human being - Biology

Gender : Male, Female, Transgender Age :- infant, child, teen, young, middle-aged, old, very old

Anthropometry:Physically challenged:- blind, deaf-dumb, paralyzed, breathing difficulty, allergy,Mentally challenged:- spastic,

Left- or Right-handed :


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Human beings - Profession

Agriculture- harvesting, transplanting, weeding, irrigating, sowing, ++

Manufacturingfitter, unskilled (), weaver, silk maker, welder, painter, tailor, baker,cook, ++

Mining, Oilelectrician, driller, rigger, operator, ++

Servicedriver, cleaner, physiotherapist, health care, retailer, shopkeeper,butcher, soldier, ++


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Human beings Skills

Agriculture- harvesting, transplanting, weeding, irrigating, sowing, ++Manufacturing- fitter, unskilled (), weaver, silk maker, welder, painter, tailor, baker,cook, ++

Construction- mason, fitter, unskilled (), welder, plumber, electrician, ++Mining, Oil- electrician, driller, rigger, operator, ++

Servicedriver, cleaner, physiotherapist, health care, retailer, shopkeeper,butcher, soldier, call center worker, accountant, sales, ++


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Human beings Education

Uneducated, Illiterate,- cannot read or write and can speak Basic literacy- everyday reading and writing definition of literacy

Matric pass- 10 th gradeSchool educated

- 12th

passCollege educated- 3-4 yr college coursePost-graduate- Masters course Advanced Post-graduate- Doctorate


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Individual vs Group

Individual: One person

Group: Many persons with something in common

drivers, nurses, miners, housekeeping staff, teachers, class children,farm workers, masons, violinists, machinists, ophthalmologists, blindpeople, infants, fisher folk, ++...

Responses of individuals that show something in common

Organized vs. Unorganized sector :: 5 % : 95 %


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Importance of customer

Engineer designs for society (user, customer) Never for himself/herself.

Society? -- Individual, Group, Individuals/groups withsomething in common

Who is the product meant for? i.e. Who will use the product?

Which individuals (their profile)? Who will buy the product?Will buyer use it or someone else will? Who will repair andmaintain the product?

What customers limitations? Profile as per characteristicse.g. reach, dexterity/manipulation ability, force (pedal, lift, ..), walkingstep size, gripping, interacting with displays, troubleshooting, ++

Designer-product-human : Life cycle human interactions


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Designers perspective

Designer is NOT the user, customer, repairer, disposer, ...Familiarity with customer?

How well do I understand the customer/user? - Discuss, observe, meet him/her,- You become the customer for a day

YOU MUST EXPLORE Think from someone elses perspective,

NOT YOURS or those around you.{Who are you? e.g. 20 y, M/F, able-bodied, medium-built,

school educated, teenager, ++ Who are you not ??? }


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CUSTOMER

ATTRIBUTES


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Customer attributes

Customer attributes: wants , desire , needs , ofan individual or a group

Usually expressed qualitatively.e.g. attractive, easy to carry, does not break, etc.

Examples: Customer's wants> a vacuum cleaner which is easy to carry.> a coffee maker which makes good coffee .

> a stapler that tells that staples are about to finish> to safely dispose used syringes> a device to clean a SRTC bus in 5 minutes


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Functional requirements

Quantitative expression of customer attributes:> Becomes basis for doing engineering design> Usually quantitative

expressing what has to be provided in the physical world tosatisfy customer attributes (desires).e.g. Good coffee quantified by volume, temperature, aroma, colour,

sweetness, milk content, order-to-delivery time, etc. Nice cell phone quantified by weight, thickness, type of buttons,

scratch-proof screen, display colours, etc.

Good CFL quantified by lumens, colour, size, powerconsumption, directional variation of intensity, etc. Eco-friendly bag quantified by material used, kg of vegetables it

can carry, not damaged by moisture, washable, reusable, san becomposted, etc.


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Engineering characteristics

Engineering requirements to meet the functionalrequirements:

> Bases for detailed equipment/component design

e.g. Nice cell phone quantified by weight, thickness, type of

buttons, scratch-proof screen, display colours, etc.>> Material of body, screen resolution, P, OS to be used,

Good CFL quantified by lumens, colour, size, power

consumption, directional variation of intensity, etc.>> Tube dia. and length, coating type and thickness,


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Customer attributes &Engineering characteristics

Good coffee

Temperature, Aroma, etc.

Electrical resistance of heater,Tube dia. for carrying hot water,

etc.

Customer attribute

Functional requirements

Engineeringcharacteristics

pecific tionsOf the product to satisfy

customer attributes


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Example of customer attributes

Product: A protective portable carrying case for CDs/DVDsCustomer attributes (all possible ways of expressing): should protect the discs

attractive in appearance be inexpensive can identify the contents stays closed easy to open cannot be used as a coaster for coffee cups holds at least six discs

does not pop open on its own wont break if dropped compact convenient to use

affordable


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Example of customer attributes Redundancy

Product: A protective portable carrying case for CDs/DVDsCustomer attributes: should protect the discs



affordable

REDUNDANT


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Example of customer attributes Clubbing (1)

Product: A protective portable carrying case for CDs/DVDsCustomer attributes: should protect the discs attractive in appearance be inexpensive can identify the contents

stays closed easy to open cannot be used as a coaster for coffee cups holds at least six discs

does not pop open on its own wont break if dropped compact convenient to use affordable


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Example of customer attributes Clubbing (2)

Product: A protective portable carrying case for CDs/DVDsCustomer attributes: should protect the discs



affordable


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Final customer attributes Example

Product: A protective portable carrying case for CDs/DVDs

Customer attributes: Protects the discs Reasonably priced Holds at least six discs

Convenient to use Attractive in appearance


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Practice exercise (HW)

1 Analyze a product being used at your home.

#2 Analyze yourself as a customer.

See home work for details.


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Concluded

Questions?

I-B-2 Customer Attributes 2012 v2

Documents

Transcript of I-B-2 Customer Attributes 2012 v2