Product & Service Design - A Flawed Product? Service? or Design?

Background:

Effective design of a product or a service requires selecting and defining a product or process and then transitioning that product or process into production or service. However, there are many products and processess that appear sound in the selecting and defining stages only to become flawed during the transition phase or during the actual use of the product or service. Even after a product or service has been completed there is a need for process and performance control. Many times this step in the product or service design is neglected. Areas such as maintenance, support, and disposal are all part of the design process even though they usually occur after the buyer begins using the product or service. As of late, these areas have begun to play a larger role in the design of products and services.

Questions for Thought:

1. How far does the design of a product or service extend? Up until the customer buys the product or service? A limited time after purchase? Until disposal? Throughout the entire life-cycle?

2. Can a product be designed with the best intentions and subsequently turn out to be flawed? Can you name any examples?

3. What is the responsibility of a manager and a firm for designing products and services that extend past the life of the product or service?

4. The video clip of "clueless" employees "off to crash the server" is humorous, however, many computer services and some products are suspect in their overall design. Why is this? Can you think of any examples?