Define a set of “hows” and try to construct the relationship matrix for the House of Quality for each of these examples.

Define a set of “hows” and try to construct the relationship matrix for the House of Quality for each of these examples.

1.  Using whatever “market research” techniques you feel are appropriate, define a set of customer attributes for (a) purchasing books at your college bookstore, (b) a hotel room used for business, and (c) a college registration process. How might QFD (quality function deployment) be used to design these services? Define a set of “hows” and try to construct the relationship matrix for the House of Quality for each of these examples.

2. The kaizen philosophy seeks to encourage suggestions, not to find excuses for failing to improve. Typical excuses are “If it’s not broken, don’t fix it”,  “I’m too busy to work on it”, and “ It’s not in the budget.” Think of at least five other excuses people give for why they don’t try to improve.

3. What is lean thinking? Describe some of the popular tools used in lean applications.

4. Think of a product or service you have purchased recently. What aspects of the product or service design made it attractive?

5. Describe one good and one bad service experience that you encountered. How did this change your perceptions of the company?

6. What factors have led companies to pursue a strategy based on quality?