Case Study of a Pizza Restaurant using House of Quality or Quality Function Deployment (QFD) – [PPTX Powerpoint]

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• 1. Case StudyA Pizza RestaurantMethodology adopted : Quality
  Function Deployment (QFD) or House of QualityProcedure followed :
  Define, Measure, Analyze, Improve, Control (DMAIC)Step # 1: Define
  What is the Problem?Abysmal performance of the company in the last
  3 years in comparison with its initial 8 years as shown in the
  table below:Attributes Initial 8 years Last 3 yearsCAGR 40 % 5
  %Market Share 56 % 32 %Stores at Loss 12 % 35 % What does customer
  want i.e. Voice of the Customer?Methods used to know the
  requirements of customer: Focused group discussions Customers’
  service inquiries database In-depth customer observation Structured
  or unstructured customer interviews Self-completing questionnaires
  Customers complaint and compliment database Front-line staff
  feedbackIn our case the list of customer requirements was
  identified with online literature search and a brainstormingsession
  with a group of friends.

2. Step # 2: Measure What to measure? Weightage: Quantifying the
importance of different requirements of customers, on a scale of
0-10, in the customersperspective. Rating of the Pizza Restaurant
X: Asking the customers to rate the firm on these requirements on a
scale of 0-5. Rating of the competitors (say A and B): Asking the
customers to rate the nearby competitors on same requirementson the
same scale. How to measure?Using a structured questionnaire, ask
pizza customers (say around 300) to rate the importance of their
requirements and tocompare the performance of the pizza restaurants
with their ideal pizza restaurant. In this way it is possible to
see whichquality characteristics are more important for meeting or
exceeding customers’ expectations. Also, the performance
ofdifferent restaurants can be assessed competitively.The
questionnaire can be filled through following modes: Online Social
media platforms, websites, third party survey companies like
surveymonkey Offline Visitors, via delivery staff Hotline Toll free
number or IVRSStep # 3: Analyze What is the tool used to
analyze?House of Quality: It provides a systematic approach to
identify and prioritize the steps that are needed to be taken
toimprove the existing process, service or product successfully
inculcating the voice of customer during the analysis. 3. House of
QualityCustomerrequirements(WHATs)Relationshipbetween WHATsand
HOWsInterrelationshipbetween
HOWsPrioritizedsolutionsTechnicaldescriptors
(HOWs)PrioritizedCustomerrequirements 4. Step # 4: ImproveIt
involves implementing the steps for improvement in the same
priority as derived in step # 3. In our case:Priority 1: Cooking
material Consider changing the supplier or go for in-house material
supply if possiblePriority 2: Facilities Consider upgrading the
infrastructure of the restaurantPriority 3: Discounts Right
discounts at apt time (festivals, vacations etc) considering
overall profit,Priority 4: Tie-ups Look for a partner who can
supply complementary food items at the restaurant on shared profit
basisPriority 5: Delivery Service Hire more delivery staff and
improve the reach of each outletPriority 6: Advertisement Design
creative marketing campaigns through mediums like TVF, organize
competitions in DUcolleges, consider crowd sourcing of other
problems on different platformsPriority 7, 8 and 9 (Automation,
User Interface and Packing Quality respectively) As these stand
very low in thepriority list, consider focusing on them only if the
above steps dont work 5. Step # 5: ControlHow do we hold the gains
of our solutions? Periodic feedback about delivery service,
quality, consistency, advertisement reach Regular analysis of
balance sheet of every store to see the impact of each solution as
its implemented Prepare contingency plans in case a solution fails
Check the conversion ratio of discounts into profit and market
share Keep an eye on the market image of tie-up firmsKshitij
Jain(11112020)Saurav Garg(11112039)Vikrant Yadav(11112054)Deepanshu
Saini(11117025)