Hui Li, Jinyan Sang, Chengdong Shi
Business School, Shandong University of Technology, 12 Zhangzhou Road, Zhangdian, Zibo, Shandong, 255049, China
As knowledge workers, customers can be involved in product design on product family platform with customer knowledge to inspire product innovation ideas, design customization products and improve the success rate. Customer knowledge derives from customer needs and their contact with products. This paper analyzes customer needs with the method of PRE model and discusses customer knowledge on studying the cognitive factors within customer’s contact with products. Anchored on the platform of knowledge-intensive collaborative product family design, this paper presents the framework on customer involvement in product design by analyzing customer knowledge and comparing between enterprises and customers. The framework of product design intended for customers, collaborated with customers, and developed by customers, transforms enterprise dominating design into customer involvement design to fulfill the real needs and wants of customers.
product design, customer involvement, customer needs, customer knowledge
Hui Li, Jinyan Sang, Chengdong Shi. A Framework on Customer Involvement in Product Design on Product Family Platform: Customer Perspectives. The Frontiers of Society, Science and Technology (2021) Vol. 3, Issue 4: 93-104. https://doi.org/10.25236/FSST.2021.030414.
 Agost, M.-J., & Vergara, M. (2010). Taking the Customer into Account in Collaborative Design. In Y. H. Luo (Ed.), Cooperative Design, Visualization, and Engineering (Vol. 6240, pp. 174-177).
 Alba, J. W., & Hutchinson, J. W. (1987). DIMENSIONS OF CONSUMER EXPERTISE. Journal of Consumer Research, 13(4), 411-454.
 Azoulay, A., & Kapferer, J. N. (2003). Do brand personalization scales really measure brand personalization? . Brand Management, 11, 143−155.
 Balbontin, A., Yazdani, B. B., Cooper, R., & Souder, W. E. (2000). New product development practices in American and British firms. [Article]. Technovation, 20(5), 257-274.
 Briere-Cote, A., Rivest, L., & Desrochers, A. (2010). Adaptive generic product structure modelling for design reuse in engineer-to-order products. Computers in Industry, 61(1), 53-65.
 Brockhoff, K. (2003). Customers' perspectives of involvement in new product development. International Journal of Technology Management, 26(5-6), 464-481.
 Bruce, H. (2010). Hidden Consumer Needs and New Product Development. Paper presented at the 19th EDAMBA Summer Academy.
 Calantone, R., & Cooper, R. G. (1981). NEW PRODUCT SCENARIOS - PROSPECTS FOR SUCCESS. Journal of Marketing, 45(2), 48-60.
 Dominici, G. (2010). Customer Satisfaction in the Hotel Industry: A Case Study from Sicily International Journal of Marketing Studies, 2, 3-10.
 Elliott, J. J. (2000). Design of a product-focused customer-oriented process. Information and Software Technology, 42(14), 973-981.
 Farrell, R. S., & Simpson, T. W. (2003). Product platform design to improve commonality in custom products. Journal of Intelligent Manufacturing, 14(6), 541-556.
 Fu, Q. Y., Chui, Y. P., & Helander, M. G. (2006). Knowledge identification and management in product design. Journal of Knowledge Management, 10(6), 50-63.
 Glen L. Urban, & Hauser, J. R. (1993). Design and marketing of new products. Princeton: NJ.
 Hasdogan, G. (1996). The role of user models in product design for assessment of user needs. Design Studies, 17(1).
 IBM (2009). User-Centered Design, from http://www-01.ibm.com/software/ucd/ucd.html#recruit <http://www-01.ibm.com/software/ucd/ucd.html>
 Jianxin, J., Simpson, T. W., & Siddique, Z. (2007). Product family design and platform-based product development: a state-of-the-art review. Journal of Intelligent Manufacturing, 18(1), 5-29.
 Jiao, J. X., Tseng, M. M., Duffy, V. G., & Lin, F. H. (1998). Product family modeling for mass customization. [Article]. Computers & Industrial Engineering, 35(3-4), 495-498.
 Jin, Q., Jie, H., YingHong, P., Weiming, W., & Zhenfei, Z. (2011). AGFSM: an new FSM based on adapted Gaussian membership in case retrieval model for customer-driven design. Expert Systems with Applications, 38(1).
 Kimmo Alajoutsijärvi, Mainela, T., Risto Salminen, & Ulkuniemi, P. (2011). Perceived customer involvement and organizationaldesign in projectbusiness. Scandinavian Journal of Management, in press.
 Lagrosen, S. (2005). Customer involvement in new product development: A relationship marketing perspective. European Journal of Innovation Management, 8(4), 424-436.
 Lau, A. K. W. (2011). Supplier and customer involvement on new product performance Contextual factors and an empirical test from manufacturer perspective. Industrial Management & Data Systems, 111(5-6), 910-942.
 Liao, C.-S. (2011). Integrating codesign into new product innovation: Consumer-driven online game optiomization design. African Journal of Business Management, 5(17), 7375-U7538.
 Matthing, J., Sanden, B., & Edvardsson, B. (2004). New service development: learning from and with customers. International Journal of Service Industry Management, 15(5), 479-498.
 Miaskiewicz, T., & Kozar, K. A. (2011). Personas and user-centered design: How can personas benefit product design processes? Design Studies, 32(5), 417-430.
 Mitchell M. Tseng, & Du, X. (1998). Design by Customers for Mass Customization Products. Manufacturing Technology, 47, 103-106
 Montignies, F., Nosulenko, V., & Parizet, E. (2010). Empirical identification of perceptual criteria for customer-centred design. Focus on the sound of tapping on the dashboard when exploring a car. International Journal of Industrial Ergonomics, 40(5), 592-603.
 Morrison, P. D., Roberts, J. H., & von Hippel, E. (2000). Determinants of user innovation and innovation sharing in a local market. Management Science, 46(12), 1513-1527.
 Newell, S., J. C. Huang, et al. (2003). Implementing enterprise resource planning and knowledge management systems in tandem: fostering efficiency and innovation complementarity. Information and Organization, 13(1): 26-52.
 Ouertani, M. Z., Baina, S., Gzara, L., & Morel, G. (2011). Traceability and management of dispersed product knowledge during design and manufacturing. Computer-Aided Design, 43(5), 546-562.
 Park, Y., & Kim, S. (2006). Knowledge management system for fourth generation R&D: KNOWVATION. Technovation, 26(5-6), 595-602.
 Park, Y., & Lee, S. (2011). How to design and utilize online customer center to support new product concept generation. Expert Systems with Applications, 38(8), 10638-10647.
 Patrick Clifton, Mike Burton, Aleksandar Subic, Thierry Perret-Ellena, Anthony Bedford, & Schembri, A. (2011). Identification of performance requirements for user-centered design of running shoes. Paper presented at the 5th Asia-Pacific Congress on Sports Technology (APCST)
 Rodriguez, K., & Al-Ashaab, A. (2005). Knowledge web-based system architecture for collaborative product development. Computers in Industry, 56(1), 125-140.
 Seung Ki, M., Simpson, T. W., & Kumara, S. R. T. (2010). A methodology for knowledge discovery to support product family design. Annals of Operations Research, 174.
 Simpson, T. W., Maier, J. R. A., & Mistree, F. (2001). Product platform design: method and application. Research in Engineering Design-Theory Applications and Concurrent Engineering, 13(1), 2-22.
 Stringfellow, A., Nie, W., & Bowen, D. E. (2004). CRM: profiting from understanding customer needs. Business Horizons, 47(5).
 Thomke, S., & von Hippel, E. (2002). Customers as innovators - A new way to create value. Harvard Business Review, 80(4), 74-+.
 You-guo, J., Bin, D., & Xu-mei, Z. (2011). Expressing and processing approach for semi-structured customer needs under mass customization. JOURNAL OF MANAGEMENT SCIENCES IN CHINA, 14, 78-85.
 Zha, X. F., & Du, H. (2006a). Knowledge-intensive collaborative design modeling and support Part I: Review, distributed models and framework. Computers in Industry, 57(1), 39-55.
 Zha, X. F., & Du, H. (2006b). Knowledge-intensive collaborative design modeling and support Part II: System implementation and application. Computers in Industry, 57(1), 56-71.
 Zha, X. F. and R. D. Sriram (2006). Platform-based product design and development: A knowledge-intensive support approach. Knowledge-Based Systems 19(7): 524-543.
 Zha, X. F., Sriram, R. D., Fernandez, M. G., & Mistree, F. (2008). Knowledge-intensive collaborative decision support for design processes: A hybrid decision support model and agent. Computers in Industry, 59(9), 905-922.