Please answer the following four questions, based on this QFD analysis.

5. Which of the following customer attributes (or customer value features) do Hallmark customers consider the most valuable?

a) relaxing atmosphere b) light levels c) distance to front

d) convenience of check-in e) friendly surroundings

6. Which of the following is most likely to have been the value of the original correlation coefficient calculated between Friendly Surroundings and Kiosk Check-in within the QFD relationship matrix?

1. -3.21 b) -0.85 c) 0.02 d) 0.93 e) 8.3

7. This QFD Analysis suggests which of the following recommendations should be made to Hallmark Hotels?

I. Increase the light level in the lobby, because an arriving customer will perceive the hotel surroundings as friendlier.

II. Install more self-service kiosks in the lobby, as this will increase an arriving customers sense of convenience.

III. Locate the check-in desk closer to the front of the lobby and the front doors (minimize the distance), as this will strengthen an arriving customers impression of fast service.

a) I only b) I and III c) II and III d) II only e) I, II and III are true

8. Which of the following statements are supported by your firms QFD analysis?

I. There is a strong positive correlation between the presence of self-service kiosks and the customers perception of Relaxing Atmosphere.

II. The amount of glass in the lobby doesnt appear to influence the arriving customers perception of those attributes he or she considers valuable.

III. If the size of a lobby (Lobby Square Feet) is to be increased, some increase in the distance between the check-in desk and the front doors (Distance to Front) may be unavoidable.

a) I only b) I and III c) II and III d) II only e) I, II and III

Strong Positive correlation = Some Positive correlation = Strong Negative correlation = Some Negative correlation Relative importance obby Square Feet Glassn Lobby Kiosk check-in X Distanceto Front Light Levels Fast Senice 35 . Relaxing Atmosphere 15 X convenience of Check-in 15 x X Friendly Surroundings 35