Quality & Performance Excellence 6th Edition by James Evans

Exercise 13

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 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.