Page 117 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Industry Comparison Quality Scores Ratio (Ours/Competitor) Printer B Printer A (Our Customer 1.0 means (ratio > (Competitor’s Lowest, Printer) (1 = Ratio Weight × “better than competitor”) Printer) Highest) 10 = × 25 28.5 = 1.14 1.14 = 8/7 7 8 17.0 1.13 8 9 13.2 0
Market-Perceived Quality Profile of Two Printers

Customer’s Weight of Attributes 100) (Total = 25 15 15 5 15 15 10 100

Table 5.6 Quality Attributes Machine uptime Print speed Image quality Ease of use Service response time Repair time Quality of service Total

95