The following exhibit shows a partially completed House of Quality for a proposed fitness center.

a. Examine the relationships in the roof of the House of Quality. Explain why they make sense (or if you think they do not, explain why). How would this assessment help in the design activity?

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

c. 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.

Based on this information, identify the most important technical requirements that should be addressed in subsequent design activities.

Transcribed Image Text:

Programs and Facilities Activities Atmosphere Staff Other Has programs I want Programs are convenient Family activities available Clean locker rooms Well-maintained equipment Safe place to be Equipment available when desired Wide variety of equipment Adequate parking Friendly and courteous Knowledgeable and professional Available when needed Respond quickly to problems Easy to sign up for programs Value for the money O O Program offerings Program times Maint. schedule Maint. staff Fitness staff O D 4 00 Training Instructions Facility size Amt/types equip. # schedule Amt/ Facility hours Access control Fee structure Internet access Lighting Facilit Staff: Very strong relationship o Strong relationship A Weak relationship