Question

Kindly make QFD diagram with elaboration on pizza hut restaurant canada.

Answer 1

QFD of Pizza Hut

Quality Function Development:

It refers to both determining what will satisfy the customer and translating those customer desires into the target design.

Quality function Development is a method to transform user demands into design quality, to deploy the function forming quality, and to deploy methods for achieving the design quality into subsystems and component parts and ultimately to specific elements of the manufacturing process.

Quality Function Development is design to help planners focus on characteristics of a new or existing product or services from the viewpoints of market segments, company or technology development needs.

Every successful company has always used data and information to help in its planning processes. In planning a new product, engineers have always examined the manufacturing and performance history of the current product. They look at field test data, comparing their product to that of their competitor’s product. They examine any customer satisfaction information that might happen to be available. Unfortunately, much of this information is often in complete. It is frequently examined as individual data, without comparison to other data that may support or contradict it. By contrast QFD uses a matrix format to capture a number of issues that are vital to the planning process.

The house of the quality matrix is the most recognised form of this method. It translates customer requirements based on marketing research and benchmarking data into an appropriate number of engineering targets to be met by a new product design.

Seven steps to built the House of Quality:

Pizza Hut:

PIZZA Hut is one of the flagship brands of Yumi Brands.inc, which also has KFC, Taco Bell, A&W and Long John Silver’s under its umbrella.Pizza hut is the worlds largest pizza chain with over 12500 restaurants across 91 countries.

Pizza hut is known for its:

· Good Quality Food

· Brand name

· Food worth its price

· Good service

· New kind and styles of pizza’s in its menu.

Pizza Huts Mission:

We take pride in making a perfect pizza and providing courteous and helpful service on time all the time. Every customer says, “I will be back” we are the employer of choice offering team members opportunities for growth, advancement and rewarding careers in a fun, safe working environment.

P.E.A.R.L.S:

P: Passion for excellence in doing everything.

E: Execute with positive energy and urgency.

A: Accountable for growth in customer satisfaction and profitability.

R: Recognize the achievement of others and have fun doing it.

L: Listen and more importantly, respond to the voice of the customer.

Pizza Hut has always had the first mover advantage. Their marketing strategy in the past has always been to be first. One of their main strategies that they still follow today is the different things in their menu. Most recent one is the filling of toppings in the pizza corner. There for they are offering same customer a different kind of product. Thus they are into service development. Pizza Hut is always trying to come up with some innovative way to make a pizza into something slightly different - different enough that customers will think it as a whole new product.

QUALITY MANAGEMENT:

To ensure stringent international benchmarks in the quality of products and services at all its restaurants across the world, Pizza Hut has a mystery shopper program in which an unknown official visits a restaurant and evaluates it on certain defined parameters called C.H.A.M.P.S. that stands for Cleanliness, Hospitality, Accuracy, Maintenance, Product Quality and Speed.

Based on the report submitted by the official, the restaurants are rated and in the rare case of finding under performers, they are kept under strict vigil.

This is the most important for a food chain like Pizza Hut. All the employees back of the house i.e. the kitchen assistants are trained accordingly. They are given extra classes in order to meet the quality standards set by Pizza Hut around the world. This strategy is important in order to satisfy the CHAMPS.

This strategy is strictly implemented in Pizza Hut in order to fulfil the quality standards. Different quality management staff is also there at Pizza Hut. The shift managers have the task to observe whether the quality standards are met or not, whereas there are a total quality management department. This department has the task to implement quality standards and know whether they are achieved or not.