Scott’s Fitness Center

Figure 3.8 shows a partially completed House of Quality for a proposed fitness center.

1. 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?

2. Complete the matrix in the body of the House of Quality. That is, examine each pair of 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.

Based on this information, identify the most important technical requirements that should be
addressed in subsequent design activities
FIGURE 3.8 HOUSE OF QUALITY FOR SCOTT’S FITNESS CENTER
CASE STUDY: Scott’s Fitness Center

PROBLEM STATEMENT
The house of quality for Scott’s Fitness Center was partially completed.
Examine the relationships in the roof of the House of Quality.

ROOT CAUSE OF THE PROBLEM

The root cause of the problem in Scott’s Fitness Center is to identify the most
important customer requirements. Also, the relationships inside the matrix
don’t make any sense.

STRENGTH WEAKNESSES OPPORTUNITIES THREATHS

Good services Financial Health Craze Recession
Demand
Facilities New Entrant in the Importance of Well – established
market Exercise Competition
Competitive Prices Daily Routine Rapid Market
Growth
Convenience Easily Accessible
equipment
QUALITY IMPROVEMENT
It is desirable to have services with short “time to market” of high quality and
at low cost; this leads to a more competitive firm. Listen to the voice of the
customer and not to the thoughts of the developer. With the focus of
customer, all decisions made during the service design are targeted at the
customer. Tools Adopted The House of Quality
 CORRELATION
MATRIX

TECHNICAL REQUIREMENTS

COMPETITIVE
CUSTOMER EVALUATION
RELATIONSHIP MATRIX
REQUIREMENTS OF CUSTOMER
REQUIREMENTS

SPECIFICATIONS OR TARGET
VALUES