1. Although the example of QFD involved the design of tangible items, why is it more difficult to implement in a service context as opposed to a pure manufacturing context?

2. Verify the calculations in the Importance of the Hows row, and Percentage of Importance of the Hows row by showing the detailed calculations used to arrive at these figures.

3. What lessons can be learned and applied to other service organizations that seek to design or redesign their products and services?