Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay

تمرين 36

Table 3.4 is a hypothetical list of customer requirements as determined through a focus group conducted by an airline. Develop an affinity diagram, classify these requirements into appropriate categories, and design a questionnaire to survey customers. Be sure to address any other pertinent issues/questions as well as customer information that would be appropriate to include in the questionnaire.