Applying QFD in Developing Acmes Activity System

Along the top of the matrix are 13 activities that are part of the activity system proposed to respond to customer requirements. These are listed in order of their contribution to satisfying customer requirements. Relative contributions are calculated in the matrix. Each proposed activity earns points for contributing to satisfaction of customer requirements. These points use a frequently employed scale  

1 Manufacturer design teams Product technical services Process technical services New products and processes Acme engineering Acme consultants Material suppliers Acme laboratories and testing facilities 

With this scale, Finished Goods Inventory earns the most points and thus is listed first. 

The right side of the matrix contains customer perceptions of industry and Acme performance. An I indicates fastener industry performance an A is Acme s. Unit purchase price and Lead-time are second and third on customer lists. But Acme lags in both performance attributes. On the other hand, Acme excels in lower-ranked technology categories. This mirrors Acme s slowness in changing in the face of the tight supply environment for fasteners. 

In designing its questionnaires, Acme took note of the differences in customer requirements between its traditional direct sales to OEM manufacturers and emerging sales through distributors. These represent business within the business or spheres as described in Section 6.6 and Chapter 9. For example, the need for Finished Goods Inventory could be more important to distributors with short response contractual commitments than to direct OEM sales. 

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