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The Design for Trustworthy Software Compilation Understanding Customer Needs: Software QFD and the Voice of the Customer by Richard E. Zultner, Peter C. Patton, Bijay K. Jayaswal

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Internet Exercises

Read the "House of Quality" article by Hauser and Causing, located at the following URL:

www.amazon.com/gp/product/B00005RZ1Z/104-1647300-7414354?v=glance&n=551440

After reading the article, you should be prepared to discuss the following:

  1. "What's so hard about design?" Discuss the barriers and obstacles to understanding what customers really want. Are cross-functional teams the answer? What does QFD offer to help cross-functional teams?
  2. "Building the house." Customer attributes are phrases customers use to describe product characteristics. Distingish true customer needs as opposed to mistaking product characteristics for customer needs in new product development (that is, not upgrading an existing model).
  3. "Building the house." ...

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