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1、wordCase 1/6 QFDCase 1/6 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（即技术规X）；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X）；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：
2、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。Case 2/6 BSB, INC.: The Pizza Wars e to CampusRenee Kershaw, manager of food services at a medium-sized private univer
3、sity in the Southeast, has just had the wind taken out of her sails. She had decided that, owing to the success of her year-old pizza service, the time had e to expand pizza-making operations on campus. However, yesterday the university president announced plans to begin construction of a student ce
4、nter on campus that would house, among other facilities, a new food court. In a departure from past university policy, this new facility would permit and acmodate food-service operations from three private organizations: Dunkin Donuts, Taco Bell, and Pizza Hut. Until now, all food service on campus
5、had been contracted out to BSB, Inc.CAMPUS FOOD SERVICEBSB, Inc., is a large, nationally operated food-services pany serving client organizations. The level of service provided varies, depending on the type of market being served and the particular contract specifications. The pany is organized into
6、 three market-oriented divisions: corporate, airline, and university or college. Kershaw, of course, is employed in the university or college division.At this particular university, BSB, Inc., is under contract to provide food services for the entire campus of 6,000 students and 3,000 faculty, staff
7、, and support personnel. Located in a city of approximately 200,000 people, the campus was built on land donated by a wealthy industrialist. Because the campus is somewhat isolated from the rest of the town, students wanting to shop or dine off campus have to drive into town.The campus itself is a “
8、walking” campus, with dormitories, classrooms, and supporting amenities such as a bookstore, sundry shop, barber shop, branch bank, and food-service facilitiesall within close proximity. Access to the campus by car is limited, with peripheral parking lots provided. The university also provides space
9、, at a nominal rent, for three food-service facilities. The primary facility, a large cafeteria housed on the ground floor of the main administration building, is located in the center of campus. This cafeteria is open for breakfast, lunch, and dinner daily. A second location, called the Dogwood Roo
10、m, on the second floor of the administration building, serves an upscale luncheon buffet on weekdays only. The third facility is a small grill located in the corner of a recreational building near the dormitories. The grill is open from 11 A.M. to 10 P.M. daily and until midnight on Friday and Satur
11、day nights. Kershaw is responsible for all three operations.THE PIZZA DECISIONBSB, Inc., has been operating the campus food services for the past 10 yearsever since the university decided that its mission and core petencies should focus on education, not on food service. Kershaw has been at this uni
12、versity for 18 months. Previously, she had been assistant manager of food services at a small university in the Northeast. After 3 to 4 months of getting oriented to the new position, she had begun to conduct surveys to determine customer needs and market trends. An analysis of the survey data indic
13、ated that students were not as satisfied with the food service as Kershaw had hoped. A large amount of the food being consumed by students, broken down as follows, was not being purchased at the BSB facilities:Percent of food prepared in dorm rooms 20Percent of food delivered from off campus 36Perce
14、nt of food consumed off campus 44The reasons most monly given by students were (1) lack of variety in food offerings and (2) tight, erratic schedules that didnt always fit with cafeteria serving hours. Three other findings from the survey were of concern to Kershaw: (1) the large percentage of stude
15、nts with cars, (2) the large percentage of students with refrigerators and microwave ovens in their rooms, and (3) the number of times students ordered food delivered from off campus.Percent of students with cars on campus 84Percent of students having refrigerators or microwaves in their rooms 62Per
16、cent of food that students consume outside BSB, Inc., facilities 43In response to the market survey, Kershaw decided to expand the menu at the grill to include pizza. Along with expanding the menu, she also started a delivery service that covered the entire campus. Now students would have not only greater
