Question

Problems 5.4-5.8 relate to Product Development 5.4 Construct a house of quality matrix for a wrist- watch. Be sure to indicate specific customer wants that you think the general public desires. Then complete the matrix to show how an operations manager might identify specific attributes that can be measured and controlled to meet those customer desires. +

Answer 1

An operations manager can try to meet the customer desires by incorporating the following features as shown in the house of quality matrix.

The "relationship legend" is shown in the top left hand corner.

The matrix also shows the interrelationships between the "hows " on the roof of the house.

• Sturdiness of design is highly correlated with inspection standards; it only has an average correlation with material of construction
• Timing mechanism has an average correlation with sturdiness of design
• The material of construction has an "average" correlation with aesthetic design.

lo Relationship Legenda very important=5 o Material of construction Average=3 O Sturdiness of design Inspection standards Timing mechanism Aesthetic design Low importance=1 A Unique and Exclusive Durable Accuracy OOO Attractive Lightweight 010 Importance ratings 26 38 29 40 15

The relative importance ratings shown in the last row, shows the operations manager's priorities in the descending order of importance.

• Good inspection standards and processes
• Aesthetic design
• Sturdiness of design
• Materials of construction
• Timing mechanism

The operations manager can now compare the importance ratings with three leading brands of wrist watches available in the market and take appropriate decisions.