QFD案例分析要求模板.docx

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1、Case 1/6 QFD满意度方向顾客需求Vs技术要求关系紧密(9)0关系一般(3):，I关系弱(1).顾客需求铅芯写得清楚不弄脏纸容易擦除铅笔头不易断橡皮橡皮不易擦破纸橡皮不易断笔身不觉得重笔杆好握不易滚动容易削价格低笔杆漂亮技术重要度质量规格仙鹤铅笔质量屋165318摩;技术要求对TllTITULi：XJOUIIXITI铅;铅;固:橡总铅锚锚锚每铅包/OZW3563190951659324959135484630131241151518强正相关弱正相关强负相关弱负相关市场竞争性评价&gUO寸ngKm馨口oo期忠鞋巨z涮啕IOOWo五档中最好技术性评价仙鹤铅笔现有产品。米奇铅笔Case1/6

2、QFD案例分析要求1、分工总经理：资源(含人员)、进度安排；产品设计说明书的起草。营销部经理：顾客需求调查；各项顾客需求对顾客重要度的调查与测评；协助总工程师把顾客需求“翻译为产品要求(即技术标准)；实施新产品的市场竞争性评价。总工程师：把顾客需求“翻译为产品要求(即技术标准)；满意度方向确实定；关系矩阵确实定；技术重要度的计算；目标特征值确实定；产品技术性评价；技术要求间相互关系确实定。建筑师：负责质量屋的绘制及美化；制作powerpoint.ppt。2、产品选择建议开发一种构造简单的产品。3、产品设计说明书的具体内容产品设计说明书包括：设计思想及过程；产品推介。4、对设计效劳工程的要求如果

3、开发的是一种简单的效劳工程，要求同时使用效劳蓝图并进展质量控制点的分解。5、提交的成果(1)质量屋(2)产品设计说明书(3)powerpoint.ppl演示文件6、报告时间及要求(1)初步定于第六次课的后两节进展汇报。(2)每组报告时间连同答复以下问题控制在20分钟以内，每超时5分钟扣1分。7、其它要求尽可能多地运用所学的知识：包括理念、技术、方法等等。Case2/6BSB,INC:ThePizzaWarsCometoCampusReneeKershaw,manageroffoodservicesatamedium-sizedprivateuniversityintheSoutheast,ha

4、sjusthadthewindtakenoutofhersails.Shehaddecidedthat,owingtothesuccessofheryear-oldpizzaservice,thetimehadcometoexpandpizza-makingoperationsoncampus.However,yesterdaytheuniversitypresidentannouncedplanstobeginconstructionofastudentcenteroncampusthatwouldhouse,amongotherfacilities,anewfoodcourt.Inadep

5、arturefrompastuniversitypolicy,thisnewfacilitywouldpermitandaccommodatefood-serviceoperationsfromthreeprivateorganizations:DunkinDonuts,TacoBell,andPizzaHut.Untilnow,allfoodserviceoncampushadbeencontractedouttoBSB,Inc.CAMPUSFOODSERVICEBSB,Inc.,isalarge,nationallyoperatedfood-servicescompanyservingcl

6、ientorganizations.Thelevelofserviceprovidedvaries,dependingonthetypeofmarketbeingservedandtheparticularcontractspecifications.Thecompanyisorganizedintothreemarket-orienteddivisions:corporate,airline,anduniversityorcollege.Kershaw,ofcourse,isemployedintheuniversityorcollegedivision.Atthisparticularun

7、iversity,BSB,Inc.,isundercontracttoprovidefoodservicesfortheentirecampusof6,000studentsand3,000faculty,staff,andsupportpersonnel.Locatedinacityofapproximately200X)00people,thecampuswasbuiltonlanddonatedbyawealthyindustrialist.Becausethecampusissomewhatisolatedfromtherestofthetown,studentswantingtosh

8、opordineoffcampushavetodriveintotown.Thecampusitselfisa“walking“campus,withdormitories,classrooms,andsupportingamenitiessuchasabookstore,sundryshop,barbershop,branchbank,andfood-servicefacilitiesallwithincloseproximity.Accesstothecampusbycarislimited,withperipheralparkinglotsprovided.Theuniversityal

9、soprovidesspace,atanominalrent,forthreefood-servicefacilities.Theprimaryfacility,alargecafeteriahousedonthegroundfloorofthemainadministrationbuilding,islocatedinthecenterofcampus.Thiscafeteriaisopenforbreakfast,lunch,anddinnerdaily.Asecondlocation,calledtheDogwoodRoom,onthesecondflooroftheadministra

10、tionbuilding,servesanupscaleluncheonbuffetonweekdaysonly.Thethirdfacilityisasmallgrilllocatedinthecornerofarecreationalbuildingnearthedormitories.Thegrillisopenfrom11A.M.to10P.M.dailyanduntilmidnightonFridayandSaturdaynights.Kershawisresponsibleforallthreeoperations.THEPIZZADECISIONBSB,Incrhasbeenop

11、eratingthecampusfoodservicesforthepast10years-eversincetheuniversitydecidedthatitsmissionandcorecompetenciesshouldfocusoneducation,notonfoodservice.Kershawhasbeenatthisuniversityfor18months.Previously,shehadbeenassistantmanageroffoodservicesatasmalluniversityintheNortheast.After3to4monthsofgettingor

12、ientedtothenewposition,shehadbeguntoconductsurveystodeterminecustomerneedsandmarkettrends.AnanalysisofthesurveydataindicatedthatstudentswerenotassatisfiedwiththefoodserviceasKershawhadhoped.Alargeamountofthefoodbeingconsumedbystudents,brokendownasfollows,wasnotbeingpurchasedattheBSBfacilities:Percen

13、toffoodpreparedindormrooms20Percentoffooddeliveredfromoffcampus36Percentoffoodconsumedoffcampus44Thereasonsmostcommonlygivenbystudentswere(1)lackofvarietyinfoodofferingsand(2)tight,erraticschedulesthatdidntalwaysfitwithcafeteriaservinghours.ThreeotherfindingsfromthesurveywereofconcerntoKershaw:(1)th

14、elargepercentageofstudentswithcars,(2)thelargepercentageofstudentswithrefrigeratorsandmicrowaveovensintheirrooms,and(3)thenumberoftimesstudentsorderedfooddeliveredfromoffcampus.Percentofstudentswithcarsoncampus84Percentofstudentshavingrefrigeratorsormicrowavesintheirrooms62Percentoffoodthatstudentsc

15、onsumeoutsideBSB,Inc.,facilities43Inresponsetothemarketsurvey,Kershawdecidedtoexpandthemenuatthegrilltoincludepizza.Alongwithexpandingthemenu,shealsostartedadeliveryservicethatcoveredtheentirecampus.Nowstudentswouldhavenotonlygreatervarietybutalsotheconvenienceofhavingfooddeliveredquicklytotheirrooms.Toaccommodatethesechanges,apizzaovenwasi