Read the case study titled Scott’s Fitness Center and address the following questions:

1. Examine the relationships in the roof of the House of Quality. Explain why they do or do not make sense. How would this assessment help in the design activity?

2. Complete the matrix in the body of the House of Quality. That is, examine each pair of the customer and technical requirements and determine whether there is a very strong relationship, strong relationship, weak relationship, or no relationship, and fill in the appropriate symbols in the matrix.

3. Suppose that the most important customer requirements identified through surveys and focus groups are “Has programs I want,” “Family activities available,” “Equipment available when desired,” “Easy to sign up for programs,” and “Value for your money.” “Staff available when needed” was ranked low, while the remaining were ranked moderate in importance.