Cario, Gaytano, Melanio, Montaez IE 185 AB-1L Exer 5

Figure 1. Questionnaire for getting the VOC

(a) (b)

(c)
(d)
 (e) (f)

(g) (h)

Figure 2. Summary of the VOC

The group is tasked to capture the Voice of the Customer (VOC) for the assigned product, which is the
oven. Figure 1 shows the form used to gather the feedbacks and improvements a customer wants for
their oven. They were asked about the existing features of an oven and their importance for them, as
well as the additional features they are expecting an oven to have. The summary of the result is shown
in Figure 2.

House of Quality (HOQ) / Quality Function Deployment (QFD) diagram was constructed based from
these VOCs and is presented in Figure 3.

Figure 3. House of Quality (HOQ) / Quality Function Deployment (QFD) diagram

Recommendation/s:

Figure 4. Technical Requirements for Making an Oven

Based from the weighted rating of the relationship matrix, following is the ranking of the technical
requirements:

Large Capacity 217.3

Portability 215.1
Time to Cook 173.5
Automated Power 160
Timer length 142.9
Temperature Control 110.7
Durable Material 63.8
Interior Light 57.3

It can be concluded that for the customers, the top 2 Critical-to-Quality (CTQ) characteristics are Large
Capacity and Portability as illustrated in Figure 4. Therefore, a company for ovens should be focusing to
the capacity of the ovens they are making as well as to its capacity to attract more customers. These will
be followed by the time to cook, power automation, timer, temperature control, durability of materials,
and the light interior.