1 Why would an organization want to be effective at maintaining a customer focus?

2 What must an organization do to maintain a customer focus?

3 What are the benefits of maintaining a customer focus?

4 Using an example from personal experience, describe the difference between satisfaction and perceived value.

5 Describe the principal parts of a quality function deployment matrix

6 How is each of the principal parts of a QFD matrix created? What does each part hope to provide to the users?

7 Why would a company choose to use a QFD?

8 Describe how you would begin creating a QFD.

9 Describe the steps involved in benchmarking.

10 Why would a company be interested in benchmarking? What would they hope to gain from a benchmarking assessment?