Final Soalan - QFDdan PDCA - 40

NURDINA SATIRA BINTI ZULKORNAIN (285 360) | BJMQ 3013
Examination Replacement (40%) SEM

A212 Session 2021-2022
BJMQ 3013-Quality Management
Duration: 8.00 am 12 July – 12.00 pm 19 July 2022
…………………………………………………………………………………………………..
Question 1 (20%)
Student’s Choice – Problem scenario presented and solved by student.
Quality function deployment (QFD) is a methodology for incorporating the Voice of

the Customer (VOC) or customer requirements into the design of products and
services. It aims to capture and prioritise customer requirements and translate them
into technical or design requirements.
Based on this argument, please explain steps by steps how develop QFD for
restaurant services as listed below:
1. Develop a list of Customer Requirements (based on SERVQUAL model)
2. Develop a list of Technical Design Elements (at restaurant services)
3. Demonstrate the relationship between 1 and 2
4. Identify the correlations between technical / design elements
5. Perform a competitive assessment of the customer requirements
6. Prioritize customer requirements
7. Prioritize technical requirements
8. Final evaluation
Note: For the VOC or customer requirements you must use SERVQUAL
dimensions. (See figure below)
1
Question 2 (20%)
Student’s Choice – Problem scenario presented and solved by student.
Review the problem solving process outlined in Plan-Do-Check-Action (Topic 8:

Quality Improvement Tools and System Improvement, located at
https://learning2.uum.edu.my/es212/course/view.php?. Then, write a four to five
(4-5) pages paper in which you elaborate:
1. Define the problem in the scenario that you have chosen.

2. Analyse the problem in the scenario.
3. Generate options for solving the problem in the scenario.
4. Evaluate the options for solving the problem.
5. Decide on the best option for solving the problem.
6. Explain how you will implement the decision made and reflect on whether this
option was the most effective.
Your problems solving processes should be supported with an appropriate
quality improvement tool.
2
Activities January February Mac April May

P 1. Identify Problems
2. Define Problems
3. Find Root Causes
4. Set Goal
5. Suggestion/Solution
D Implement
Suggestion/Solution
C Monitor Achievement
A Take Action
PLAN:
1. Identify Problems: “Discipline of skipping school by student of SMK AYER
MAWAR”
2. Define the problem in the scenario that you have chosen. (What, Where, Who,
When, Why and How)
 Skip School
3. Find Root Causes:
Brain Storming
No. Cause
1. Peer Influence
2. Media Social Influence
3. Environmental Factor
4. Family Problems
5. The Desire to try New Thing
6. Lack of Love from Parents
7. Less Interested in Learning in School
8. Lack of Education from Parents
9. Long Learning Period
Check Sheet
No. Root of the Cause Numbers
Environment |||||
Attitude ||
Mass Media |
Time |
Ishikawa Diagram
Root Cause Percentage Cumulative Percentage of

(%) Cumulative
Attitude 2 22.22 2 22.22
Time 1 11.11 3 33.33
Environment 5 55.55 8 88.88
Mass Media 1 11.11 9 99.99 @ 100
4. Set Goals:
The goals are to overcome this problem among students in order to purify the name
of school.
5. Suggestions/Solutions
Root Cause Solution/Suggestion Matrix Decision
A B C
Environment  Motivation / / / A
 Counselling / / / A
 Campaign / / / A
Attitude 1. Motivation / / / A
Time 2. Manage Time / A
3. Create Time- / / / A
table
Mass Media 4. Limit Use / / / A
Media Social
5. Controlling by / R
parents
A: School dignity
B: Affecting student’s academics
C: Parents dignity
Do:
1. Implement the Suggestion
MEMORANDUM
DATE: 19 July 2022
TO: All students, parents and teachers.
FROM: Senior Assistant for Student Affairs, SMK Ayer Mawar.
SUBJECT: Rules must be follows to improve discipline of student.
The rules:
1. Always motivate students before and after class.
2. Need to do campaign for students.
3. Always monitor students.
Hope all of you can follow this to make sure discipline of students can overcome.
Check:
1. Monitor Achievement
(BEFORE)
(AFTER)
Action:
 Do a guideline to all student at SMK AYER MAWAR to make sure they can
follow it and to help school overcome this problem.

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NURDINA SATIRA BINTI ZULKORNAIN (285 360) | BJMQ 3013

Examination Replacement (40%) SEM

Quality function deployment (QFD) is a methodology for incorporating the Voice of

1. Develop a list of Customer Requirements (based on SERVQUAL model)

2. Develop a list of Technical Design Elements (at restaurant services)

3. Demonstrate the relationship between 1 and 2

4. Identify the correlations between technical / design elements

5. Perform a competitive assessment of the customer requirements

6. Prioritize customer requirements

7. Prioritize technical requirements

Student’s Choice – Problem scenario presented and solved by student.

Review the problem solving process outlined in Plan-Do-Check-Action (Topic 8:

1. Define the problem in the scenario that you have chosen.

Activities January February Mac April May

Root Cause Percentage Cumulative Percentage of

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