The purpose of this exercise is to implement the Strategic Service Vision methodology using Quality Function Development (QFD). Requirement for this home work is as follows:
(1) Select a company of your choice and write about this company mission and what they are doing (not more than One page, This can be the same as homework (HW) 1 or ca n be entirely a new company
(2) Identify their market segments e.g. demographics or/and psych graphics characteristic of the market. If required explain one line about each market segments (can be the same write-up as 11W 1).Use market segments as the rows of your first QFD table.
(3) Identify what this market segment wants. Remember this "wants" are adjectives. You can explain each "want" in one sentence. (Can be the same write-up as HW 1). The customer wants are the columns of your first QFD and also the rows of the second QFD.
(4) Draw a generic flow chart of the activities (processes) this service company is doing, both front room and back room, Please also briefly writes about this processes. Remember these activities that you draw in flowchart are verb. They should be ending in "ing." and can be the same write- up as HW 1. In addition in this HW Select some of these activities, that are important with respect to customer wants and put them as columns of second QFD table and also rows of the third QFD table
(5) Finally, specify several projects (one time activities that are mutual exclusive). These
deliverables are columns of your last QFD table. These alternatives can be various locations to expand of a service organization, various improvement projects that we can implement, or who you want to hire for certain position. Remember in this HW you have to have several alternatives at the last QFD columns and a choice among them. These projects (one time activities) are things company wants to do in the future they have not implemented it yet.
(6) In addition remember make sure that rows and columns are related. Basically columns are means for accomplishing rows (ends). Sometimes you need to add or delete a QFD tables. Not always we have three Tables!
(7) Please check my PowerPoint Slides on "Important aspects to remember in developing QFDS for implementing Strategic Service Vision" slide 13. Also check sample project in week 4 in class web site e.g. INC insurance Company, Enhancing the sales process for a leading , Using QFD in Strategic Capital ........., and Regent Bangkok Hotel.
(8) Be innovative in designing your HW problem. You get points for designing an interesting. If you have any questions please call and come and see me in 726 Gerry building problem