October 22, 2007

Operations Management Lesson 4 Exercise

Operations Management Lesson 4 Exercise

This lesson is about QFD and how it can fit into the development process of new products or services for a company. The QFD matrix helps companies in focusing on customer needs and how these needs could evolve.

For this blog I have chosen the case of “Tourist Information Kiosks”.

Regarding the “Whats” I put the items related to the information that customers need and would like to know, rating their importance in a scale from 1 to 5. “Maps of the city” and “Hotels” are rated 5 because the information they provide are the most common and useful for the tourist expectations.

“Emergency Points” is also highly rated because it could transfer to tourist a sense of safety and respect for people in general.

Regarding the “Hows” the “Colours”, “User Friendly” and “Languages” items are the most important because they cross 4 times the related “Whats”. About “Colours”, it has absolutely strong relationship with “Maps of the city” because tourist could have a clear and highly detailed picture of the site, could appreciate the differences and could use the kiosk as a tool to find locations where he/she will meet people.

“Speed” is also a very important quality characteristic in order to call for an emergency or to have a taxi in short time.

Table below shows in details all the important relationships.


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