TOPIC REVIEW 3: QUALITY FUNCTION DEPLOYMENT

Many methods can be used to gather valid customer information. The most critical and most difficult step of the process is to capture the essence of the customers needs and expectations. The customers own words are vitally important in preventing misinterpretation by designers and engineers. Based on a telephone survey or a focus group discussion, the following QFD matrix or the House of Quality for a fitness center is presented:

Using the example of QFD calculation for a restaurant in the PowerPoint slides given, assign appropriate score for symbols used in the matrix above to compute the absolute weights, absolute factor, relative weight and relative factor. Based on your results, or based solely on the matrix above, which customer and technical requirements have the highest priority that deserve to be deployed throughout the remainder of the design and production process to maintain a responsiveness to the voice of the customer?

E o 100 C OS 12 o ON o Very strong relationship Strong relationship A Weak relationship JO 10 Program offerings Program times Maint. schedule Maint, staff Fitness stelf Facility size Training Instructions Amt.Aypes equip. Staff schedule Facility hours Access control Foo structure Lighting Internet access Importance Compet-Selling Points Situation 1 2 3 4 5 1 2 3 4 5 AB Programs pus Has programs I want Programs are convenient Family activities available . o A B Facilities Activities Cloun locker rooms . Well-maintained equipment A B Safe place to be 044 o 0 A A B Atmosphero Equipment avaliable when desired A B Wide variety of equipment . Adequate parking AB Friendly and courteous O. BAL Knowledgeable and professional o. Stall BA Avaliablo when needed o 0. AB A B Other A Respond quickly to problems Easy to sign up for programs Value for the money Competitive evaluation B JAB o A: A 23.5 4.5 5 4 414364241 AB Targots Deployment