Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

تمرين 55

Using whatever "market research" techniques are appropriate, define a set of customer attributes for
a. Purchasing books at your college bookstore
b. A college registration process
c. A hotel room used for business
d. A hotel room used for family leisure vacations For each case, determine a set of technical requirements and construct the relationship matrix for the House of Quality.