Read the case, Applying Quality Function Deployment to a University Support Service, page 366 and answer the questions at the end.
- Do you agree with the relative importance of measures of the voice of the customer in Figure 7.28? Explain why these rankings are reasonable, or provide counterarguments for a different ranking.
- Using the relative importance ratings of the customer attributes and setting a scale of 1 = weak, 3 , and 5 = strong for the relationship matrix, compute a weighted score for each of the technical requirements in Figure 7.28. Do your scores support the conclusions of the study in terms of the key service components to deploy in the QFD process?
- What conclusions can you reach in terms of the key service components to deploy in the QFD process? What other recommendations might you suggest based on the information provided in this case? Propose an improved layout of the RRC and justify your proposal.