Capitulo 6 - Diseño de Bienes y Servicios

 

Kjpætube ?9 C`shúe ch m`hlhs y shrv`k`es

Ter Iujlj Jajp`te

Shlhr àx`te hl fhrkjces ch chsjrrebbe rhqu`hrh rhphlsjr ch pr`lk`p`e j ol kûfe sh chmhræjl c`shújr y kelstru`r bes m`hlhs. Hx`ah ul hlthlc`f`hlte preulce ch bjs lhkhs`cjchs ùl`kjs ch bes kelsuf`cerhs y bj njm`b`cjc pjrj keliultjr bj kefm`ljk`ûl ch kjrjkthræskjs y epk`elhs quh fhier kelkuhrchl kel bes chshes ch bes kb`hlths j prhk`es rjzeljmbhs. Ch nhkne, bjs chk`s`elhs semrh quà m`hlhs y shrv`k`es erhkhr y kefe pes`k`eljrbes hl hb fhrkjce kel rhkuhlk`j chthrf`ljl hl ùbfj `lstjlk`j hb krhk`f`hlte, rhltjm`b`cjc y àx`te ch bj hfprhsj. Hl hb fulce jktujb, jktujb, bj kefpb kefpbhi`cjc hi`cjc chb pjquhth ch mhlhok`es mhlhok`es pjrj bes kb`hlths rhqu`hrh rhqu`hrh ul jbte l`vhb ch keerc`ljk`ûl j be bjrae ch bj kjchlj ch vjber. Hl hb etre hxtrhfe ch bj kjchlj ch vjber tjfm`àl sh chmhl hxjf`ljr vhltjs y fjlthl`f`hlte h `lkbuse oljlk`jf`hlte hl muskj ch luhvjs `chjs kels`chrjlce rhchs b`f`tjcjs ch c`str`mu`cerhs. C`shújr m`hlhs y shrv`k`es Tjrj c`shújr y fhierjr m`hlhs y shrv`k`es bj fjyeræj ch bjs kefpjúæjs usj jbaùl pe ch prekhse hstrukturjce. Bjs c`rhkk`elhs hstrjtàa`kjs y bjs pr`er`cjchs kefphvjs chmhl shr kels`sthlths y jpeyjr bj f`s`ûl y v`s`ûl ch bj hfprhsj. Hshlk`jbfhlth bjs hbhkk`elhs ch c`shúe y keloaurjk`ûl ch TMK a`rjl hl terle j ul hlthlc`f`hlte sûb`ce ch bjs lhkhs`cjchs chb kb`hlth y bes fhrkjces emihve y hb vjber quh bes kb`hlths kelkhchl j jtr`mutes kefe hfpe, um`kjk`ûl, `lerfjk`ûl, hltrhthl`f`hlte y erfj. Hb c`shúe c`shúe ch ul m`h m`hl l fjl fjluj ujktur kturjce jce sh hlekj hlekj hl sus kjrjkt kjrjkthræ hræs skjs kjs s`kjs s`kjs,, c`fhls c`fhls`el `elhs, hs, fjthr`jbhs, keber, hltrh etres. Hb prekhse per hb kujb hb shrv`k`e hs krhjce y preperk`eljce hs chk`r precuk`ce hs hl hshlk`j hb shrv`k`e f`sfe. Sjlte pjrj m`hlhs kefe pjrj shrv`k`es hstj jsh usujbfhlth `lkbuyh pruhmjs ch pretepe.Bj pruhmj ch pretepes hs hb prekhse per hb kujb ul fechbe rhjb e s`fubjce sh kelstruyh pjrj premjr hb chshfphúe chb precukte mjie kelc`k`elhs rhjbhs ch ephrjk`ûl jsæ kefe rhjkk`elhs chb kelsuf`cer j bes pretepes. Hb Tjse oljb hl hb c`shúe y hltrhaj ch ul pjquhth ch mhlhok`es pjrj hb kb`hlth hs hvjbujr kelstjlthfhlth quh tjfm`àl sh vhlchl bes m`hlhs y shrv`k`es7 y kuêbhs sel bjs rhjkk`elhs ch bes kb`hlths j hbbes. C`shúe hlekjce hl hb kb`hlth Hb c`shúe ch ul m`hl e shrv`k`e chmh rhhijr bes chshes y lhkhs`cjchs chb kb`hlth quh kel rhkuhlk`j sh chlef`ljl rhqu`s`tes chb kb`hlth. Bes rhqu`s`tes chb kb`hlth sh bh bbjfj ‒vez ch kb`hlth‖.

 

Hb chspb`hauh ch bj ulk`ûl kjb`cjc (ZCO) hs ul hlequh pjrj au`jr hb c`shúe krhjk`ûl y fjrghla ch m`hlhs y shrv`k`es jb `ltharjr bj vez chb kb`hlth hl tecjs bjs chk`s`elhs. Hb prekhse sh `l`k`j kel ulj fjtr`z quh chm`ce j su hstrukturj kel rhkuhlk`j sh chlef`lj ‒kjsj ch bj kjb`cjc‖. Fuknj Fu knjss kefp kefpjú júæj æjss kefe kefe F`ts F`tsum um`s `sn` n`,, Seye Seyetj tj,, Fete Fetere rebj bj,, ^h ^hre rex, x, @M @MF F y JS&S JS&S nj njl l us usjc jce e hx`tesjfhlth hb ZCO.

C`shújr m`hlhs fjlujkturjces Tjrj ul m`hl fjlujkturjce hb c`shúe `lvebukrj chthrf`ljr bjs hsphk`okjk`elhs tàkl`kjs kefe c`fhls`el c`fh ls`elhs, hs, tebhrjlk`js tebhrjlk`js,, fjthr`jbhs fjthr`jbhs y kefpelhlth kefpelhlthss kefpr kefprjces, jces, htk. Fuknjs Fuknjs nhrrjf`hlt nhrrjf`hltjs js y tàkl`kjs c`hrhlths sh usjl pjrj rhspjbcjr bjs jkv`cjchs chb precukte. C`shúe ch tebhrjlk`j y bj ulk`ûl ch phrc`cj ch Sjaukn` Hb c`shúe ch tebhrjlk`j `fpb`kj chthrf`ljr bj tebhrjlk`j jkhptjmbh. Hb fechbe ch perthræj jsufh quh kujbqu`hr vjber chltre chb rjlae ch tebhrjlk`j hs jkhptjmbh phre bes quh kjhl uhrj le bes sel. C`shúû pjrj ojm`b`cjc Bj ojm`b`cjc hs bj premjm`b`cjc ch quh ul m`hl fjlujkturjce, p`hzj ch hqu`pe e s`sthfj rhjb`zj su ulk`ûl hsphrjcj per ul phræece chthrf`ljce mjie kelc`k`elhs ch ephrjk`ûl hsphk`okjcjs. C`shúe pjrj fjlujkturjm`b`cjc (CTF) Fukn knes es

jsph jsphkt ktes es

ch chbb

c`s c`shúe húe

ch

pr prec ecu ukt kte e

pu puhc hch hl

jh hkt ktjr jr

ch

fjlh fjlhrj rj jcv jcvhrs hrsj

bj

fjluj fjl ujktu kturjm rjm`b` `b`cjc cjc y hl kelshk kelshkuhl uhlk`j k`j bj kjb`cj kjb`cjc. c. Bes prembh prembhfjs fjs ch ul fjb c`shúe c`shúe puhchl puhchl festrjrsh kefe hrrerhs, fjb rhlc`f`hlte, cjúe e jbbj ulk`eljb hl bj jmr`kjk`ûl, hlsjfmbjih, pruhmj, trjlsperth y use oljb. Hb c` c`sh shúe úe pj pjrj rj fjlu fjluj jktu kturj rjm` m`b` b`cj cjc c (CTF (CTF)) hs hb pr prek ekhs hse e ch c` c`sh shúj újrr ul pr prec ecukt ukte e pj pjrj rj su precukk`ûl hok`hlth hl hb fês jbte l`vhb ch kjb`cjc. Hb CTF hlh per emihte hv`tjr c`shúes ch precuktes precu ktes quh s`fpb`okjl bjs ephrjk`elh ephrjk`elhss ch hlsjfmbjih hlsjfmbjih phre rhqu`hrhl rhqu`hrhl kefpelhlths kefpelhlths fês kefpbhies kefpbh ies y kestes kesteses es c`shúe c`shúess quh s`fpb` s`fpb`oqu oquhl hl bj fjluj fjlujktu kturj rj ch kefpel kefpelhlt hlths hs Julquh Julquh kefpb`quhl hb prekhse ch hlsjfmbjih y c`shúes quh sel s`fpbhs y mjrjtes ch precuk`r phre kuye shrv`k`e e seperth hs c`k`b e kestese Bj s`fpb`okjk`ûl ch precukte hs hb prekhse ch trjtjr ch s`fpb`okjr bes c`shúes pjrj rhcuk`r bj kefp kefpbh bhi` i`cj cjc c y Bes Bes kest kestes es y per per be tjlt tjlte e fh fhie ierj rjrr bj pr prec ecuk ukv v`c `cjc jc,, kj kjb` b`cj cjc, c, hx` hx`m` m`b` b`cj cjc c y sjsjkk`ûl chb kb`hlth C`shúû pjrj susthltjm`b`cjc Hb c`shúe pjrj hb jfm`hlth (CTJ) hs bj kels`chrjk`ûl hxpbæk`tj ch prhekupjk`elhs jfm`hltjbhs curjlth hb c`shúe ch m`hlhs, shrv`k`es y prekhses h `lkbuyh prêkkjs kefe hb c`shúe pjrj rhk`kbjr y hb chshlsjfmbjih. Xl jsphkte chb c`shúe pjrj susthltjm`b`cjc hs c`shújr precuktes quh sh puhchl rhpjrjr y rhlevjr êk`bfhlth e ch be keltrjr`e rhskjtjr p`hzjs pjrj su rhuse.

 

C`shúe chb s`sthfj ch hltrhaj chb shrv`k`e Hb c`shúe chb s`sthfj ch hltrhaj chb shrv`k`e `lkbuyh bj um`kjk`ûl y pbjle ch bjs `lstjbjk`elhs, hb shrvækhskjph, hb prekhse ch shrv`k`e y hb c`shúe ch bjmerhs, bes s`sthfjs ch seperth ch thklebeaæj h `lerfjk`ûl `ler fjk`ûl y bj hstrukturj hstrukturj erajl`zjk`elj erajl`zjk`eljb. b. Tjrj `ltharjr `ltharjr teces hstes hbhfhltes hbhfhltes hs lhkhsjr`e lhkhsjr`e c`shújr ul shrv`k`e quh preperk`elh vjber j bes kb`hlths y puhcj krhjr ulj vhltjij kefphvj. Xm`kjk`ûl y pbjle ch bjs `lstjbjk`elhs Bj um`kjk`ûl jhktj hb hfpe ch trjsbjce ch ul kb`hlth y hs ulj pr`er`cjc kefphvj `fpertjlth hl ul lhaek`e ch shrv`k`es. Hb pbjle ch ulj `lstjbjk`ûl jhktj hb uie ch prekhses, kestes y bj phrkhpk`ûl y sjsjkk`ûl chb kb`hlth [hrv`khskjph Hb shrvækhskjph hs tecj bj hv`chlk`j s`kj quh ul kb`hlth pecræj usjr pjrj erfjrsh ulj `fprhs`ûl. Hb shrvækh shrvækhskj skjph ph tjfm`à tjfm`àl l pre preper perk`e k`elj lj hb hlt hlterl erle e ch kef kefper pertjf tjf`hl `hlte te hl hb quh sukhch sukhch hb hlkuhltre ch shrv`k`e

Bj hstjlcjr`zjk`ûl h `ltharjk`ûl chb shrvækhskjph y bes prekhses ch shrv`k`e fhierjl bj hok`hlk`j. Hb shrvækhskjph jyucj j fjlthlhr bj `fjahl ch fjrkj. Xl shrvækhskjph hlh trhs c`fhls`elhs pr`lk`pjbhs9 :. Kelc`k`elhs chb hlterle 9 sh njkhl fjl`ohstjs per bjs per bj v`stj eæce ebjte tjkte y thfphrjturj sh c`shújl hl ul shrvækhskjph pjrj kefpbjkhr bes k`lke shlces nufjles. =. C`spes`k`ûl hspjk`jb y oulk`eljb`cjc 9 Bj fjlhrj hl quh sh c`spelhl bes fuhmbhs hqu`pes y hspjk`es ch eok`lj. ;. [hújbhs sæfmebes y jrthojktes9  Bjs shújbhs fês hxpbæk`tjs quh keful`kjl ulj `fjahl semrh bj hfprhsj.

Jbaules shrv`khskjph chlef`ljces ‒hlterles ch shrv`khskjph bhjl‖ sel fuy s`fpbhs. Bes c`shúes y s`sthfjs ch shrv`k`e fês kefpb`kjces sh chlef`ljl ‒hlterles ch shrv`khskjph hbjmerjces‖ C`shúe chb prekhse ch shrv`k`e y ch bjmerhs Hb c`shúe c`shúe chb prekhs prekhse e ch shrv`k shrv`k`e `e hs bj jkv`c jkv`cjc jc ch chsjrr chsjrrebb ebbjr jr ulj shkuh shkuhlk`j lk`j hok`hlth hok`hlth ch jkv`cjchs pjrj sjsjkhr bes rhqu`s`tes chb kb`hlth tjlte `lthrle kefe hxthrle. [`sthfjs ch seperth hl thklebeaæj h `lerfjk`ûl Bj thklebeaæj curj y sujvh hs ul jkter `fpertjlth hl hb c`shúe ch shrv`k`es pjrj ajrjlzjr vhbek`cjc prhk`s`ûl phrseljb`zjk`ûl y hx`m`b`cjc C`shúe chb hlkuhltre ch shrv`k`e

 

Hb c`s c`shúe húe chb hlkuhl hlkuhltre tre ch shr shrv`k v`k`e `e sh hlekj hlekj hl bj `lt `lthrj hrjkk`û kk`ûl l c`r c`rhkt hktj j e `lc`rh `lc`rhktj ktj hltrh hltrh hb prevhhcer ch bes shrv`k`es y hb kb`hlth. Hb c`shúe chb hlkuhltre ch shrv`k`e y hb c`shúe ch bjmerhs rhkuhlthfhlth sh njkh hl k`kbes `thrjves ch fhierj. Bes pr`lk`pjbhs hbhfhltes ch c`shúe chb hlkuhltre ch shrv`k`e sel9 

Kefpertjf`hlte y njm`b`cjchs hl hb keltjkte kel hb kb`hlth



[hbhkk`ûl chsjrrebbe y hfpechrjf`hlte chb prevhhcer ch shrv`k`es

 

]hkelek`f`hlte y rhkefphlsj ]hkuphrjk`ûl y ajrjljs ch shrv`k`e

Kefpertjf`hlte y njm`b`cjchs hl hb keltjkte kel hb kb`hlth Hb keltjkte kel hb kb`hlth sh rhohrh j bj prhshlk`j s`kj e v`rtujb chb kb`hlth hl hb s`sthfj ch hltrhaj chb shrv`k`e. Hb keltjkte kel hb kb`hlth sh f`ch per hb perkhltjih ch hfpe quh chmh hstjr hl hb s`sthfj rhsphkte jb hfpe tetjb quh tefj preperk`eljr hb shrv`k`e. Bes s`sthfjs hl bes quh hb perkhltjih ch keltjkte kel hb kb`hlth hs jbte sh bbjfj ‒s`sthfj ch keltjkte jbte‖ jquhbbes hl bjs quh hs mjie sh chlef`ljl ‒s`sthfjs ch keltjkte mjie‖. Bes rhqu`s`tes ch keltjkte kel hb kb`hlth sel l`vhbhs ch chshfphúe fhc`mbhs e hxphktjvjs quh cholhl bj kjb`cjc ch keltjkte chb kb`hlth kel hb rhprhshltjlth ch ulj erajl`zjk`ûl. [hbhkk`ûl chsjrrebbe y hfpechrjf`hlte chb prevhhcer ch shrv`k`es Bjs kefpjúæjs chmhl shbhkk`eljr ku`cjcesjfhlth j bes hfpbhjces quh hlhl keltjkte kel hb kb`hlth, kjpjk`tjrbes m`hl y hfpechrjrles pjrj quh kufpbjl y semrhpjshl bjs hxphktjvjs chb f`sfe. f`s fe. Hb hfpech hfpechrjf rjf`hl `hlte te s`fpbh s`fpbhfhl fhlth th s`a s`al`o l`okj kj cjrbh cjrbh juter` juter`cjc cjc j bj phrsel phrselj j pjrj pjrj tefjr tefjr chk`s`elhs j pjrr ch be quh krhhl quh hs kerrhkte, thlhr keltreb semrh su trjmjie, tefjr r`hsaes y jprhlchr ch bes hrrerhs y prefevhr hb kjfm`e. ]hkelek`f`hlte y rhkefphlsj Bes jkterhs fevjk`eljbhs kbjvh sel hb rhkelek`f`hlte, hb jvjlkh, hb beare y bj ljturjbhzj chb trjmjie f`sfe. Xl muhl s`sthfj ch kefphlsjk`ûl puhch jyucjr j jtrjhr, rhthlhr y fevjr j bes hfpbhjces. Etrjs erfjs ch rhkelek`f`hlte sel v`tjbhs pjrj jbkjlzjr ul buajr ch trjmjie ch jbte chshfphúe. Ajrjlj ch shrv`k`es y rhkuphrjk`ûl Xl `fprhv`ste ch shrv`k`e hs kujbqu`hr prembhfj quh hlh ul kb`hlth rhjb kel hb s`sthfj ch hltrhaj ch shrv`k`e h `lkbuyh tàrf`les kefe jbbj hl hb shrv`k`e, hrrer, chhkte, hqu`vekjk`ûl y kr`s`s. Bes `fprhv`stes ch shrv`k`e puhchl jhktjr ch fjlhrj jcvhrsj jb lhaek`e s` le sh jhlchl kel hhkv`cjc. Xlj ajrjlj ch shrv`k`e hs bj prefhsj ch rhkefphlsjr y kefphlsjr j ul kb`hlth s` ekurrh ul `fprhv`ste ch shrv`k`e. Xlj ajrjlj ch shrv`k`e hxpbæk`tj hstê per hskr`te y sh `lkbuyh hl bjs pumb`kjk`elhs y jlulk`es pumb`k`tjr`es chb prevhhcer ch bes shrv`k`es. Bjs ajrjljs `fpbæk`tjs le hstêl per hskr`te phre sh semrh hlhlch hl tece be quh njkh hb prevhhcer ch shrv`k`es. Bjs ajrjljs ch shrv`k`es sh c`shúj c`s hújl l ku`cjce ku`cjcesjf sjfhlt hlth h y sh erhkh erhkhl l jlths jlths ch quh hb kb`hlth kb`hlth hxphr` hxphr`fhl fhlth th hb shrv` shrv`k`e k`e.. Bes

 

`fprhv`stes ch shrv`k`e ekurrhl ekjs`eljbfhlth Kujlce hste sukhch bjs kefpjúæjs lhkhs`tjl rhkuphrjr bj kelojlzj chb kb`hlth. Bj rhkuphrjk`ûl chb shrv`k`e hs hb prekhse ch kerrha`r ul `fprhv`ste ch shrv`k`e y sjsjkhr jb kb`hlth.