Service Management 7th Edition by James Fitzsimmons, Mona Fitzsimmons

Exercise 21

In Example 6.1, Village Volvo wants to test the results of the QFD exercise for sensitivity to changes in the relative importance of customer expectations. Recalculate the weighted scores for the QFD exercise when customer expectations are given equal relative importance (e.g., five). Has this changed the previous recommendation to focus on training?