Understanding the Voice of the Customer at LaRosa’s Pizzerias Discussion

timer Asked: Mar 19th, 2014

Question description

For In the “Understanding the Voice of the Customer at
LaRosa’s Pizzerias” case study on pages 227 and 228, LaRosa’s Pizzerias
implemented the Voice of the Customer process to design its restaurants to
address customer needs and expectations and ultimately allowed the restaurant
chain to gain significant market share.

  1. Develop a customer satisfaction survey of eight
    questions. The questions must be relevant to the case study that the project
    team would use to solicit appropriate responses on the restaurant design concept
    from current and potential customers both inside and outside the restaurant’s
    current market area. Explain your rationale for each question selected.
  2. For each of these survey questions, identify two
    critical to quality (CTQ) performance characteristics for each survey question
    and discuss why they are important to customer satisfaction.
  3. Based on the customer requirements that LaRosa’s has
    identified and considering the design concept the company has adopted, examine
    the customer profile (based on age, lifestyle, etc.) the restaurant is

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