scholarly journals Complex Service Process Optimization Based on Service Touchpoint Association and the Design Structure Matrix

Complexity ◽  
2021 ◽  
Vol 2021 ◽  
pp. 1-19
Author(s):  
Zhonghang Bai ◽  
Chang Liu ◽  
Huihui Sun ◽  
Man Ding
Keyword(s):  
Process Optimization ◽  
Optimization Method ◽  
Service Process ◽  
Design Structure Matrix ◽  
Convenience Store ◽  
Matrix Operation ◽  
Structure Matrix ◽  
Design Structure ◽  
Optimal Service ◽  
The Matrix

Service process optimization is conducive to the innovation of enterprise services, but the poor logic design of multiple touchpoints can easily lead to problems in the service process, such as scattered layouts and repeated paths. Aiming at the promotion of service innovation and user experience, this paper takes the optimization of a single service touchpoint as the prerequisite and proposes a service process optimization method based on service touchpoint association and the design structure matrix (DSM). The association of service touchpoints is categorized into two types, namely, noncoupled and coupled association. The DSM is used to describe the two types of association between service touchpoints, and the matrix operation is used for modular identification and layering of the two kinds of association. Finally, through the above steps, the problematic service process was replanned. By using the service process optimization of a new retail convenience store as an example, the service process is divided into 6 relatively independent modules, and the order of module execution is arranged. Moreover, the optimal service process of the convenience store system is determined, and the method is verified to be feasible. Through optimization both from single service touchpoint and service process modularization, the study provides a reference for process optimization of the complex service system.

Do-It-Right-First-Time (DRFT) Approach to Design Structure Matrix (DSM) Restructuring

2000 ◽  
Author(s):  
Ali A. Yassine ◽  
Daniel E. Whitney ◽  
Jerry Lavine ◽  
Tony Zambito
Keyword(s):  
Design Structure Matrix ◽  
Structure Matrix ◽  
Traditional Design ◽  
Design Structure ◽  
Design Build ◽  
Real World Applications ◽  
The Matrix ◽  
The Individual ◽  
First Time ◽  
Context Free

Abstract This paper argues, using two real-world applications from the automotive industry, that the biggest benefit of a Design Structure Matrix (DSM) model may come not from resequencing and partitioning, but rather from “rewiring” the process/blocks. “Rewiring” means redefining relationships among elements and/or inserting new elements into the matrix. This requires intimate understanding of the process and cannot be done with application of context-free partitioning algorithms. The Do-it-Right-First-Time (DRFT) approach to DSM restructuring is another way to look at a DSM by inspecting the sources of iteration within a block and reversing it through inserting a DRFT activity at the beginning of the block. In this way, the traditional Design-Build-Test “Cycle” is reversed into a DRFT-Design-Build “Sequence”. That is, the “wiring diagram” of a process or system overpowers the behavior of the individual nodes, so changing the system requires changing the wiring.

Optimizing Product Development Projects Based on the Clustered Product Design Structure Matrix (DSM)

2014 ◽  
Vol 496-500 ◽  
pp. 582-585
Author(s):  
Qing Yang ◽  
Er Ling Tang
Keyword(s):  
Product Development ◽  
Product Design ◽  
Optimization Method ◽  
Quantitative Model ◽  
Product Structure ◽  
Design Structure Matrix ◽  
Structure Matrix ◽  
Dependency Relationship ◽  
Design Structure ◽  
Process Structure

In order to integrate the process structure with the product structure in product development (PD) projects, this paper proposes a quantitative model for measuring the dependency strength between activities based on the dependency relationship in the product Design Structure Matrix (DSM). Utilizing the quantitative model and the Multi-Domain Matrix (MDM) between process and product domain, the corresponding process DSM is obtained. Furthermore, this paper presents a sequencing optimization method for the process DSM based on rework probability DSM matrix and rework impact DSM matrix and a clustering method for the product DSM. An example is provided to illustrate the utility of the models. The optimization results yield several managerial insights, including: optimize product components and activities simultaneously, how product structure impact on PD process structure and its schedule.

Product Development Process Integration Using Design Structure Matrix

2010 ◽  
Vol 118-120 ◽  
pp. 800-804
Author(s):  
R.M. Zhu ◽  
Dun Bing Tang
Keyword(s):  
Product Development ◽  
Development Process ◽  
Process Integration ◽  
Product Development Process ◽  
Design Structure Matrix ◽  
Analysis Tool ◽  
Triangular Form ◽  
Structure Matrix ◽  
Design Structure ◽  
The Matrix

. The Design Structure Matrix (DSM) is becoming a popular representation and analysis tool for system and process modelling. A DSM displays the relationships between components of a system in a compact, visual, and analytically advantageous format which is a square matrix with identical row and column labels. The main goal in basic DSM analysis is to minimize feedbacks by restructuring or re-architecting the process, which is to say by resequencing the rows and columns of the matrix. This widely practiced initial step in analysis is called partitioning, block diagonalization, or block triangularization, and it involves an algorithm for getting the DSM in an upper-triangular form to the extent possible, with a minimum number of subdiagonal marks pulled as close to the diagonal as possible and grouped in blocks. As a consequence, we have to identify the activities which are coupled, the loops and reorganize the matrix in order to reduce the feedbacks. An application example has been presented to illustrate the power of DSM for product development process integration.

Analysis of Engineering Change Based on Product Development Network

2011 ◽  
Vol 314-316 ◽  
pp. 1607-1611
Author(s):  
Zhong Wei Gong ◽  
Hai Cheng Yang ◽  
Rong Mo ◽  
Tao Chen
Keyword(s):  
Product Development ◽  
Design Structure Matrix ◽  
Complex Activity ◽  
Engineering Change ◽  
Structure Matrix ◽  
Manufacturing Enterprises ◽  
Design Structure ◽  
Development Network ◽  
Motorcycle Engine

Engineering change is an important and complex activity for manufacturing enterprises. In order to improve the efficiency of engineering change, designers should pay different attentions to different nodes of product development network. In that case, a method of classifying the nodes was proposed. First, we proposed a method to cluster the nodes based on design structure matrix; then, we analyzed the indexes for evaluating the importance of nodes and studied the method of classifying the nodes of product development network; finally, the experiment of managing a type of motorcycle engine was employed to validate our method and it showed the correctness of the proposed method.

A risk-based framework with Design Structure Matrix to select alternatives of product modernisation

2016 ◽  
Vol 28 (1) ◽  
pp. 23-46 ◽  
Author(s):  
Guilherme Eduardo da Cunha Barbosa ◽  
Gilberto Francisco Martha de Souza
Keyword(s):  
Design Structure Matrix ◽  
Structure Matrix ◽  
Design Structure
Sign in / Sign up

Export Citation Format

Share Document