25 May DESCRIBE BRIEFLY AT LEAST 5 METHODS WHICH CAN BE USED FOR CAPTURING CUSTOMER NEEDS.
The assignment has been designed with the aim of providing you a practical case where you will
apply the various quality (planning and analysis) tools and techniques covered in this subject.
As the topic of your assignment, you have chose one of the following options:
i) Design and production of a DEVICE (e.g. household devices, electronic devices, clothing and
shoes, transportation equipment, etc.),
ii) Design and provision of a SERVICE (e.g. travelling, education, hospitality, health care, etc.) or
iii) Design and completion of a WORK (e.g. constructing a house, bridge or road, etc.)
There is NO preference put on any topic. It is entirely up to you.
Part 1: Introduction
Write an introduction about your product or service including its key functions and characteristics.
(1-2 pages).
Part 2: Customer Satisfaction
2.1. Identify at least 10 stakeholders for your product or service and minimum 2 expectations from
each stakeholder towards the company regarding their product or service (approx. half page)
2.2. Describe briefly at least 5 methods which can be used for capturing customer needs. (1-3)pages
2.3. Apply one of the methods identified above and using the Kano analysis capture at least 25
customer needs (10 WANTs, 10 MUSTs, and 5 DESIRABLEs). You must demonstrate how you
have identified those customer needs. You must include the actual data and information which
doesn’t need to be real data (it can be fictitious data). If you use other sources, make sure you do
not breach the plagirism rules.
Part 3: Design Requirements
3.1. Translate all the 25 customer needs identified in the previous section into minimum 10 design
requirements by using the QFD form posted on subject website at UTSOnline.
3.2. Pick the 5 highest scoring design requirements from the previous section (QFD form) and carry
out a risk analysis using the FMEA posted on subject website at UTSOnline.
Part 4: Supplier Selection and Evaluation
4.1. Identify at least 10 major components, parts or sections of your product or service. (approx. 1
page).
4.2. Select one of the components, parts or sections identified above and list at least 10 criteria that
could be used for selection of suppliers of that component, part or section. (approx. 1 page).
4.3. Using the previously identified 10 criteria develop a complete supplier selection system. Apply
this system to 3 suppliers using made-up data (1-2 pages).
4.4. Write a report on the outcome of su
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