Conduct a simple quality function deployment study for the SJC airport check-in area, based on the following assumptions.

You are traveling with a bag to check-in

You rented a car that needs to be dropped off prior to check-in

You are a member of a frequent flier program with over 100,000 miles

Excel: You are given a few customer drivers for this process (Col B). For each driver, please list 4-5 unique Whats or customer needs (CCRs) based on your experience (Col. C)

For example: Easy drop off for rental car, self check in kiosks etc

Prioritize the Whats using the scale 1-5 (1 Low, 5 High) (Col. D)

List 4-5 unique Hows or Voice of the Process (Col. E U, use how many you find appropriate)For example: consider the following steps for the end to end process

Passenger arrives at rental car drop off

Receives receipt from rental company

Passenger takes a shuttle to the terminal

Passenger locates the airline kiosk

Passenger attempts to check in using ID on self kiosk

Passenger waits for baggage drop off in line

Passenger drops off luggage after tag is retrieved

Passenger walks to the TSA area

Passenger picks appropriate line (PreCheck, Medallion Members, Economy etc)

Passenger goes through security

Passenger searches for gate information

Passenger at gate area

Conduct correlation/ranking for Whats and Hows (the orange grid)

Calculate relative weight and ranking (Row: 29)

Establish targets for the Hows (Row: 30)

Based on your QFD, document the top 3 design considerations for the airport check in area.

Compare the Whats with another airport you have been to e.g. SFO, OAK (Col. W, X)