Question

Develop a House of Quality for a Pizza Shop who usually produces various types of pizzas. Consider the following customer requirements while developing your House of Quality Good taste -Low price Low fats and healthy - Appetizing appearance Fresh and Hot delivery - Good texture

Answer 1

HOUSE OF QUALITY OF PIZZA Identify the customer wants Main features that any customer desires in a Pizza are: Good taste Low price • Low fats and healthy • Appetizing appearance Fresh and Hot delivery • Good texture Good taste Taste is the first that that a customer demands in any eatable. Better the taste more will be the demand for it. So, taste of Pizza should be well and good. It should taste fresh, hot and spicy all the time.

Low price Price is the second most important factor according to the customers. Customer always tends to purchase such an eatable that tastes good and costs low. So, there shouldn't be any compromise on taste while keeping the price as low as possible to meet the customer requirements. Low fats and Healthy No one wants to get sick or becomes fat when eat something delicious and spicy. So, the pizza being sold to the customers should consist of lower fats and it should be a healthy diet for customer. This is the key for winning the customer's order. Appetizing appearance First impression is the last impression even if it's pizza. All customers want is to have a pizza that could lower their appetite, keeping enough paper in their pocket for a second order. The look of pizza should water one's mouth. It should be looking delicious, appetizing and spicy even if customer hasn't yet tasted one. Fresh and hot delivery No one wants to have a staled pizza. Everyone wants a fresh and hot pizza, even if they'd ordered it home. Quick-n-Hot delivery should be maintained for customer or we'll lose our customers. Good texture Well, texture is the lowest priority of customers. It's same as the appearance of pizza. But it's affected by shape, size, method of baking, and ingredients. Good texture for every variety of pizza should be maintained. So, according to customers, we've determined these importance ratings (out of 6): Good taste Low price Low fats and healthy Appetizing appearance Fresh and Hot delivery Good texture 4 3 2 Identify how the product will satisfy the customer's wants In this step, we, the firm's manager, have to reflect the customer's desires and demand into our company product. We've to consider those before we finally approve the making and cooking of Hot-n-Spicy pizza. Our product i.e. pizza would be able to provide these stunning features to customer:

Appropriate weight, size, shape and thickness Optional eatables for taste and texture Pizza color Delicious and Fresh toppings Low fatty eatables Density of toppings Identify relations between our hows In this step, we'll develop a relationship matrix between our 'hows'. For example in many cases, some 'hows' are related to one another. According to our diagram, we've got the following relations: Relationship Matrix App. Weight, shape, size, thickness Low fatty eatables Pizza color Delicious and Fresh toppings Optional eatables Density of toppings

Develop importance ratings This step is quite difficult and longer. In this step, first we'll draw the relationship matrix between the "hows" and the "wants". Then we determine the importance ratings for our final work to be started. This step is done here, quite simplified and explanatory: Relationship Matrix Low relationship (1) Medium relationship (3) High relationship (6) Customer Importance ratings Customer "wants" App. Weight, shape, size, thickness Pizza color Low fatty eatables Optional eatables Delicious and Fresh toppings Density of toppings Good taste Low price Good texture Low fats and healthy Fresh and hot delivery Appetizing appearance Our Importance Ratings 3 45 30 11 12

These importance ratings are determined as follows: 3 45 30 Pizza color App. Weight, size, etc. Low fatty eatables Optional eatables Delicious and Fresh toppings Density of toppings 3x1 6 x 6 + 3x3 6 x 4 + 3 x2 5x1 + 3 x 2 3 x 1 + 3x3 1 x 6+3 x 2 11 12 12 Evaluate competing products In this step, we'll compare features of competing products of other companies. For example, in market, we say two companies (Pizza House and Pizza Club) are competing our products, so, we'll first discuss and compare their pizzas to ours to get a more comprehensive and detailed report about our pizza. G = good F = fair P = poor Company A Company B Good taste o - Low price 0 0 Good texture 0 -0 - Low fats and healthy Fresh and hot delivery 0 0 Appetizing appearance 0 - Determine the technical attributes The last step is determining of technical attributes and checking our performance with respect to market products. Since this topic is out of scope of our course, so we won't discuss it. Now, we shall only consider our final and full House of Quality for Pizza. It's given below:

FINAL HOQ OF PIZZA Low relationship (1) Medium relationship (3) High relationship (6) G = good F = fair P = poor App. Weight, shape, size, thickness Low fatty eatables Pizza color Delicious and Fresh toppings Optional eatables Density of toppings Company A Company B 0 Good taste - - - Low price Good texture 0 - - Low fats and healthy - 0 Fresh and hot delivery 0 - Appetizing appearance Our Importance Ratings 3 45 30 11 12 12 Technical Attributes Technical Evaluation