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Case1/6QFD技术要求间关系强正相关弱正相关强负相关弱负相关笔迹的对比度铅墨的保持能力铅墨产生的灰尘粘结剂的强度铅芯和木杆的公差铅芯的偏芯度固定橡皮的粘剂强度橡皮的断裂强度总重量铅笔的平衡铅笔的外形铅笔的外部条纹铅笔的外径每次需削的次数铅芯的毒性包装写得清楚铅芯容易擦除不弄脏纸橡皮铅笔头不易断橡皮不易断橡皮不易擦破纸不觉得重笔身不易滚动笔杆好握耐脏容易削笔杆漂亮价格低技术要求顾客需求满意度方向顾客需求Vs技术要求关系紧密（9）关系一般（3）关系弱（1）对顾客的重要度(百分制)466823013121411152511521最差2345最好仙鹤铅笔现有产品米奇铅笔市场竞争性评价技术重要度16531835631149909546593249103591354818质量规格5g/cc铅芯0.20摩擦系数每单位5个颗粒5#0.25mm0.10mm3#0.5#75'=1.20L70%重量在中轴上不滚动没有锐角5/16：Sharpenevery30.001ppm五档中最好技术性评价仙鹤铅笔现有产品米奇铅笔12345最好最差仙鹤铅笔质量屋Case1/6QFD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（即技术规范）；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（即技术规范）；满意度方向的确定；关系矩阵的确定；技术重要度的计算；目标特征值的确定；产品技术性评价；技术要求间相互关系的确定。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结构简单的产品。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、对设计服务项目的要求如果开发的是一种简单的服务项目，要求同时使用服务蓝图并进行质量控制点的分解。5、提交的成果（1）质量屋（2）产品设计说明书（3）powerpoint.ppt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行汇报。（2）每组报告时间连同回答问题控制在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,hasjusthadthewindtakenoutofhersails.Shehaddecidedthat,owingtothesuccessofheryear-oldpizzaservice,thetimehadcometoexpandpizza-makingoperationsoncampus.However,yesterdaytheuniversitypresidentannouncedplanstobeginconstructionofastudentcenteroncampusthatwouldhouse,amongotherfacilities,anewfoodcourt.Inadeparturefrompastuniversitypolicy,thisnewfacilitywouldpermitandaccommodatefood-serviceoperationsfromthreeprivateorganizations:Dunkin’Donuts,TacoBell,andPizzaHut.Untilnow,allfoodserviceoncampushadbeencontractedouttoBSB,Inc.CAMPUSFOODSERVICEBSB,Inc.,isalarge,nationallyoperatedfood-servicescompanyservingclientorganizations.Thelevelofserviceprovidedvaries,dependingonthetypeofmarketbeingservedandtheparticularcontractspecifications.Thecompanyisorganizedintothreemarket-orienteddivisions:corporate,airline,anduniversityorcollege.Kershaw,ofcourse,isemployedintheuniversityorcollegedivision.Atthisparticularuniversity,BSB,Inc.,isundercontracttoprovidefoodservicesfortheentirecampusof6,000studentsand3,000faculty,staff,andsupportpersonnel.Locatedinacityofapproximately200,000people,thecampuswasbuiltonlanddonatedbyawealthyindustrialist.Becausethecampusissomewhatisolatedfromtherestofthetown,studentswantingtoshopordineoffcampushavetodriveintotown.Thecampusitselfisa“walking”campus,withdormitories,classrooms,andsupportingamenitiessuchasabookstore,sundryshop,barbershop,branchbank,andfood-servicefacilities—allwithincloseproximity.Accesstothecampusbycarislimited,withperipheralparkinglotsprovided.Theuniversityalsoprovidesspace,atanominalrent,forthreefood-servicefacilities.Theprimaryfacility,alargecafeteriahousedonthegroundfloorofthemainadministrationbuilding,islocatedinthecenterofcampus.Thiscafeteriaisopenforbreakfast,lunch,anddinnerdaily.Asecondlocation,calledtheDogwoodRoom,onthesecondflooroftheadministrationbuilding,servesanupscaleluncheonbuffetonweekdaysonly.Thethirdfacilityisasmallgrilllocatedinthecornerofarecreationalbuildingnearthedormitories.Thegrillisopenfrom11A.M.to10P.M.dailyanduntilmidnightonFridayandSaturdaynights.Kershawisresponsibleforallthreeoperations.THEPIZZADECISIONBSB,Inc.,hasbeenoperatingthecampusfoodservicesforthepast10years—eversincetheuniversitydecidedthatitsmissionandcorecompetenciesshouldfocusoneducation,notonfoodservice.Kershawhasbeenatthisuniversityfor18months.Previously,shehadbeenassistantmanageroffoodservicesatasmalluniversityintheNortheast.After3to4monthsofgettingorientedtothenewposition,shehadbeguntoconductsurveystodeterminecustomerneedsandmarkettrends.AnanalysisofthesurveydataindicatedthatstudentswerenotassatisfiedwiththefoodserviceasKershawhadhoped.Alargeamountofthefoodbeingconsumedbystudents,brokendownasfollows,wasnotbeingpurchasedattheBSBfacilities:Percentoffoodpreparedindormrooms20Percentoffooddeliveredfromoffcampus36Percentoffoodconsumedoffcampus44Thereasonsmostcommonlygivenbystudentswere(1)lackofvarietyinfoodofferingsand(2)tight,erraticschedulesthatdidn’talwaysfitwithcafeteriaservinghours.ThreeotherfindingsfromthesurveywereofconcerntoKershaw:(1)thelargepercentageofstudentswithcars,(2)thelargepercentageofstudentswithrefrigeratorsandmicrowaveovensintheirrooms,and(3)thenumberoftimesstudentsorderedfooddeliveredfromoffcampus.Percentofstudentswithcarsoncampus84Percentofstudentshavingrefrigeratorsormicrowavesintheirrooms62PercentoffoodthatstudentsconsumeoutsideBSB,Inc.,facilities43Inresponsetothemarketsurvey,Kershawdecidedtoexpandthemenuatthegrilltoincludepizza.Alongwithexpandingthemenu,shealsostartedadeliveryservicethatcoveredtheentirecampus.Nowstudentswouldhavenotonlygreatervarietybutalsotheconvenienceofhavingfooddeliveredquicklytotheirrooms.Toaccommodatethesechanges,apizzaovenwasinstalledinthegrillandspacewasallocatedtostorepizzaingredients,tomakecut-and-boxpizzas,andtostagepre-madepizzasthatwerereadytocook.Existingpersonnelwerehiredtodeliverthembybicycle.Inanattempttokeepcostsdownandprovidefastdelivery,Kershawlimitedthecombinationsoftoppingavailab