Hi Would anyone be able to help in answering Chapter 111 pro

Hi,

Would anyone be able to help in answering Chapter 11.1 problem 1 CS from the book Quality 5^th Edition by Donna C.S Summers? I’ve checked the solution manual and noticed that these questions haven’t been answered yet.

Here is the question:

Quality Function Deployment (QFD)

In your team, select an existing product or service and perform a quality function deployment. Some potential ideas include cell phones, an amusement park ride, website screens, a shopping cart, a voice mail system, a light rail system connecting two major cities and surrounding suburbs, a power tool, a lawnmower, an information storage device like a Palm Pilot, or a refrigerator.

Follow the steps of QFD shown in the text book. Remember, capturing the voice of the customer is the most important specs of a quality function deployment. Begin by creating a plan of action that includes the following information:

1. How will you identify your customers?

2. How will you contact your customers?

3. How will you interview your customers?

4. How will you identify the competitors?

5. How will you gather the information about those competitors?

6. What questions do you ask?

7. How will you get at the ideas a customer has but is not expressing?

8. How will you determine realistic cost data?

9. What will the technical requirements be in order to meet the requirements set by the customers?

10. What are competitors’ strength and weaknesses?

11. How does the customer view the competitors?

12. Are there any government regulations that must be met?

Use this information to create and complete a QFD diagram. When completed, analyze the QFD diagram.

Really looking forward to hearing your reply,

Thank you so much for your time

Solution

Quwstion 1: How will you identify your customers ?

Answer 1 : We will identify all the customers by understanding the persons who are going to use our product or services. Thus all the people who use our product or services will be our customers. In case if our product or service is sold by the dealer/distributor, then the list of dealer or distributor will be our direct customers who, as they will purchase the product or service from our organizations. In other words, the list of parties whom we sells our product or service are our direct customers. Hence we can identify our customers who purchases goods from our company.

Question 2 : How will you contact your customers?

Answer 2 : We will arrange the cntact list of our customers from our sales department or any other customer contact list. We will make the plan for meeting with customers, based on the availability of the customers. Based on the customer meeting plan, we will approach to our customers and try to seek appointment with them. As per appointment we will visit to customer locations and will have ameeting with the customers. During this meeting we will try to capture the voice of the customer for the product requirements.

Question 3: How will you interview your customers ?

Answer 3 : We will plan the interview with our customers for capturing the voice of the customer for the product/service of the organization. We will do proper ground work about the project and develop the guideline or questionnaire for the project, which can be used during the interview process with the customers. We will meet and finalize the interview plan with the customer based on the customer availability. We will run the interview with the customer and use the project guideline or questionnaire , so that we can capture all the required voice information from the customers. We will ask all projec questions with customer and capture his inputs or answers during the interview. We may have one more person who will be writng the answers during the whole interview meeting. Thus we will capture the customer requirements for the QFD.

Question 4 : How will you identify the competitors ?

Answer 4: All the businesses which are making and selling the product/service similar to our organization\'s product or service will be the competitors for our business. Thus we can identify all the businesses or parties which are engaged in business of product or service similar to our product /service. We can capture the features of product/service of competitors so that these can be used a base for our QFD process.