CLASS ASSIGNMENT FOR MGT 4710 SEM 1 2015/16
1) QUALITY FUNCTION DEPLOYMENT (20 marks)
Apply QFD to a product or service in your decision-making.
Marks given for the following:
a) Benefits of app/service to mankind (3 marks)
b) How you derive factors for customer requirements and how you decide on weightage. Show evidence (5 marks)
c) How you derive factors for technical requirements and how you decide on weightage. Show evidence (5 marks)
d) House of Quality and calculation. (4 marks)
e) Conclusion. Exhibit understanding on use of QFD as a decision-making tool. (3 marks)
This is not an essay assignment. Show hard data and facts to support your work. Submit your work in week 10.
2) CUSTOMER EXPERIENCE AT IKEA (15 marks)
With your group go to IKEA all at same time.
i) Take photographs and show how IKEA uses signage effectively in communication with customers. Explain how signage at IKEA is different from other places.
I Comment on IKEA services which enhance the customer experience. Show evidence with photographs.
II Give examples on simplicity in IKEA’s work process in their interaction with customers.
III What are IKES’s products and services that translate into customer loyalty?
IV If you are running a retail store, what are IKEA’s practices that you would follow to convey message to your customers that Islam is a religion of peace and progress? (5 marks)
This is not an essay assignment. There is no need for you to cut and paste from website and write many pages. I am looking for your thinking and creative skills; and ability to observe and apply real business world in answering classroom assignment. Submit your work in week 8. We discuss in week 9.
Assignment that is downloaded directly from the internet or copied from friends/seniors will be graded outright zero without any negotiation.
Submit only hard copy of your work to me. You need to submit softcopy to turnitin. Details later.