Kyla Shane A.

Villamayor BS – Accountancy -2C

Alyssa Valencia #ODD

 Page 236 – 238 K&N Management

1. Review the Quality Profile at the beginning of Chapter 3. How do some of the things that
K&N does to capture the “voice of the customer” impact the steps taken in product and
process design?
Answer:
The basic goal of process design is to establish an efficient process that satisfies customer
needs both internally and externally. It is also adept at achieving the necessary level of performance
and quality. Customer satisfaction is the outcome of offering a good or service that satisfies the
needs of the customer. It is crucial to retain customers and advance a firm. It aids in boosting a
company's profitability. The K&N capture the “voice of the customer” impact the steps taken in
product and process design because the voice of the customer refers to the needs that are expressed
in the customer's own words.
2. What is the purpose of process management at K&N, and how important are team
members in ensuring that process management activities are implemented flawlessly and
seamlessly?
Answer:
Process management is the collection of event forecasting and process performance
monitoring inside an organization. It also refers to the control of production and corporate
operations. Although they are related, business process management (BPM) and business process
re-engineering are two distinct words. Team members are very important in ensuring that process
management activities are implemented flawlessly and seamlessly because it is the basis of control
production and operation in an organization.

 Page 245 – 246 State University Experience

1.What breakdowns in service processes has this student experienced?
On his first day, the student experiences a number of breaks or failures in the State
University's service operations, which makes him feel scared and worried. When a university tour
guide botched the campus tour, students were left perplexed and with very little to view throughout
the tour. This was the beginning of the breakdown. Students will find the tour guide's thorough
explanation very beneficial, especially if it is their first time at the university. As a campus tour
guide, he ought to have given more information about the campus so that visitors will feel more at
ease when classes start. The admissions department committed errors with lost transcripts and data
during the application process. Given the importance of student data, a state university ought to
have handled it with more care. Otherwise, students might start to doubt how the university
manages sensitive data.
Additionally, there ought to have been distinctions on the forms, such as the color of the paper, a
guide for applicants to follow while they fill out the forms, or a flowchart for their use. The
identical appearance of the application form and the confirmation form confuses the applicants
quite a bit. Because the student's state financial aid was not reflected on his bill, the institution is
once more to fault for this due to their, possibly, negligence. Finally, since the student was accepted
into a program for which he had not applied, there has been a misunderstanding between the
student and the institution. The student is forced to go through the application procedure again as a
result of a mistake he did not make.
2. What types of process management activities should State University administrators
undertake?
According to the prior response, it was clear that the university's system had several
bottlenecks, which the student experienced during his stay there as a tremendous lot of stress,
discomfort, and confusion. As a result, by developing programs that will oversee and manage the
entire process, the State University should improve the admissions application process and
enrollment in general. Specialized enrolling counseling and campus orientation may be offered as
part of these programs.
For the states to endure over the long term and earn the students' trust, management control and
continual development are required in order to ensure the consistency of giving students,
particularly the State University Stakeholders, with effective and efficient service and performance.

 Page 361
1.Newfonia, Inc. is working on a design for a new smart phone. Marketing staff conducted
extensive surveys and focus groups with potential customers to determine the characteristics
that the customers want and expect in a smart phone. Newfonia’s studies have identified the
most important customer expectations as

• Initial cost
• Reliability
• Ease of use
• Features
• Operating cost
• Compactness

Develop a set of technical requirements to incorporate into the design of a House of Quality
relationship matrix to assess how well your requirements address these expectations. Refine
your design as necessary, based upon the initial assessment.

Answer:

1. Identify customer requirements

When it comes to a new smartphone design, customers have a wide range of requirements
and expectations. They need, first and foremost, a clean, contemporary style that is comfortable to
handle and operate. They also anticipate that the phone will have a clear, high-resolution display
for reading and viewing material. Customers also want the phone to have a quick and dependable
CPU that can execute a variety of jobs and applications without stuttering. A strong battery that can
last a long time and sustain intensive use is another crucial feature that customers look for in new
smartphone designs. Customers also want the phone to have a good camera that can produce
stunning stills and moving images.Last but not least, they anticipate the phone to have a range of
features like fingerprint and facial identification as well as water and dust resistance. Customers are
often seeking for phones that are fashionable, useful, and dependable.

2. Identify technical requirements

 Operating system: The smart phone needs an operating system that is compatible with all of
the device's features and functionalities.
 Processor and memory: For multitasking, gaming, and other high-performance tasks, the
device should have a potent processor and ample memory.
 Display: The smartphone should feature a sharp, vivid, and easily readable high-resolution
display.
 Battery life: The battery should be able to power the device for an entire day without
needing to be recharged.
 Connectivity: Wi-Fi, Bluetooth, and cellular networks should all be supported natively by
the smartphone.
 Camera: The gadget should feature a good camera that can produce sharp images and
videos.
 Sensors: In order to support location-based services and other capabilities, the smartphone
should contain sensors like a GPS, accelerometer, and proximity sensor.
 Security: To secure user information and personal data, the device should include built-in
security mechanisms like fingerprint scanning or facial recognition.
 Durability: Strong materials that can survive normal wear and tear should be used in the
construction of the smartphone.
 Software updates: To keep the device current with the newest features and security patches,
it should be possible for it to regularly get software updates.

3. Relate the customer requirements to the technical requirements

RELATIONSHIP MATRIX:
Customer Needs and Technical Requirements
Wants

Long battery life High capacity battery

Fast charging capability Fast charging technology

Large storage capacity Large internal storage capacity

Good camera quality High resolution camera with multiple lenses

Waterproof design Waterproof and dustproof materials and technology

Durable design Durable materials and construction methods

Affordable price  Cost-effective manufacturing and production processes

Easy to use User-friendly interface and navigation

Good connectivity options Support for multiple cellular networks and wireless
technologies

Customizable options Customizable settings and themes

Lightweight design  Lightweight materials and construction methods

4. Conduct an evaluation of competing products or services

COMPETITOR EVALUATION:
 Apple iPhone: The iPhone has a strong brand reputation and a loyal customer base.
It has a sleek design and a user-friendly interface. The camera quality is excellent,
and it offers a wide range of apps and features.
 Samsung Galaxy: The Galaxy has a similar design to the iPhone and offers similar
features. It has a larger screen and a longer battery life. The camera quality is also
excellent, and it has a wide range of apps and features.
 Google Pixel: The Pixel has a unique design and a user-friendly interface. It offers a
high-quality camera and a long battery life. It also offers a wide range of apps and
features.
KEY SELLING POINTS OF THE NEW DESIGN OF SMART PHONE:
 Unique design: The new design of the smartphone is unique and stands out from the
competition.
 High-quality camera: The camera on the new design of the smartphone is of the
highest quality, offering excellent pictures and videos.
 Long battery life: The new design of the smartphone has a long battery life,
allowing users to stay connected for longer periods of time.
 User-friendly interface: The new design of the smartphone has a user-friendly
interface that is easy to navigate and use.
 Wide range of apps and features: The new design of the smartphone offers a wide
range of apps and features, making it a versatile and useful device.
 Affordable price: The new design of the smartphone is available at an affordable
price, making it accessible to a wider range of customers.
 Durable and waterproof design: The new design of the smartphone is durable and
waterproof, making it suitable for use in different environments and weather
conditions.

5. Evaluate technical requirements and develop targets

 Display: In the smartphone market, the leading competitors' goods and services
often have screens with high pixel densities and minimum 1080p resolutions. The
goal for the new smartphone design should be to have a display with higher
resolution and pixel density than the rivals.
 Camera: In the smartphone market, comparable products and services often offer
excellent cameras with a resolution of at least 12MP and cutting-edge technologies
like optical image stabilization, autofocus, and dual-lens systems. The goal for the
 new smartphone design should be to have a camera that outperforms the features
and resolution of the competitors.
 Battery Life: In the smartphone market, competitive products and services often
have extended battery lives, with some models lasting up to a full day on a single
charge. The goal for the new smartphone design should be to outperform the
competition in terms of battery life.
 Processor: Products and services from rival companies in the smartphone market
frequently include powerful processors like the Qualcomm Snapdragon or Samsung
Exynos. A processor that is at least as powerful as the competitors should be the
target for the new smartphone design.
 Security: In the smartphone industry, cutting-edge security technologies like
fingerprint scanners, facial recognition, and encryption are frequently seen in
competing products and services. The next smartphone model should strive to have
security features that are at least as sophisticated as the competitors.
 Storage: In the smartphone industry, competing goods and services typically provide
storage options of at least 64GB. The goal for the new smartphone design should be
to offer storage alternatives that are superior to the competition.
 Operating System: Products and services that compete in the smartphone industry
often use the most recent Android or iOS version. The most recent operating system
version should be the focus for the new smartphone design.
 Durability: In the smartphone market, rival products and services frequently feature
tough designs that can endure drops, scratches, and other forms of wear and tear. To
have a design that is at least as durable as the competitors should be the goal for the
new smartphone design.

6. Determine which technical requirements to deploy in the remainder of the

production/delivery process
 Operating system: The most recent iOS or Android version should be used on the
smartphone.
 Display: A minimum resolution of 1080p should be present on the smartphone's
high-quality display.
 Camera: The smartphone should have a dual-lens rear camera system with a
minimum resolution of 12 MP and a minimum resolution of 8 MP for the front
camera.
 Processor: The smartphone should have a powerful processor, such as an Apple A-
series or Qualcomm Snapdragon.
 Storage and RAM: The smartphone should have 64 GB of internal storage and at
least 4 GB of RAM.
 Battery life: The smartphone's battery should last at least 8 hours when used
continuously.
 Connectivity: The smartphone should have support for 4G LTE, Wi-Fi, Bluetooth,
and NFC.
 Sensors: A fingerprint reader, accelerometer, gyroscope, and proximity sensor
should all be present on the smartphone.
 Durability: The smartphone should be built with a minimum IP68 grade for water
and dust resistance.
 Security: The smartphone should have built-in security features such as facial
recognition or a secure biometric scanner.
 Customization: The smartphone must to come with an intuitive customization
function that lets consumers customize their phones.
 Performance: A benchmark score of at least 90 is required for the smartphone to be
considered high-performance.
 Price: The smartphone should be reasonably priced and fall within a predetermined
range.
 Design: The smartphone should be sleek and light, with an appealing design.
 Support: The smartphone should come with a thorough warranty and support
package.