Page 118 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Ratio × 25

Customer Weight × 28.5 = 1.14 17.0 13.2 2.85 10.65 12.45 10.0 94.65 = market- perceived quality score

Quality Scores Ratio (Ours/Competitor) 1.0 means (ratio > “better than competitor”) 1.14 = 8/7 1.13 0.88 0.57 0.71 0.83 1.0

Printer B (Competitor’s Printer) 7 8 8 7 7 6 7

Industry Comparison Printer A (Our Lowest, Printer) (1 = Highest) 10 = 8 9 7 4 5 5 7

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