19. Think about the following or use whatever consumer research material available to you to define customer needs or requirements for the following:

a. A “good” college course.

b. Toaster (or other home appliance of your choosing).

c. Cell phone.

d. Coffee mug for your car.

For each, define a corresponding set of physical or technical characteristics. Using the format of Figure 4.20, construct a house of quality matrix and show the relationship between the technical characteristics and customer requirements. Use the matrix in each case to “design”

or suggest what the ideal product or service would be like or look like.

Transcribed Image Text:

Technical requirements Importance to customer Customer requirements Relationship matrix