Required $1$: using the relative importance multiplied by the scale of the relationship matrix, calculate a weighted score for each of the technical requirments. Identify the top $3$ key service components they should deploy in the QFD process?

SCALE OF RELATIONSHIP MATRIX: Strong $=5$ Medium $=3$ Weak $=1$

Example: layout has a weak relationship with prompt service, so relative importance of $4$ for prompt service x $1$ for weak relationship $=4,$ it has a medium relationship with appearance

Primary Secondary Relative Importance Layout Equipment Personnel Capacity House keeping Customer Handling Document Handling Information Handling Nonroutine situations Inventory Scheduling Training Attitudes

Reliability Accuracy $5$

Reliability Dependability $5$

Responsiveness Willingness to help $4$

Responsiveness Prompt Service $44$

Assurance Knowledge & courtesy of employees $3$

Assurance Ability to convey trust & assurance $3$

Empathy Caring of & attention to customers $2$

Tangibles Appearance of physical facility, equipment, personnel, and materials $13$

Total Weighted Score: $7$