Il funiculare-quality function deployment

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  • Publicado : 3 de junio de 2010
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QFD – Restaurant in Como IL FUNICOLARE

2010

Margarita Belolipetskaya Ekaterina Vasilyeva Mageshwari Kumaraswamy Gabriel Larios Miriam Paz-Soldan 1

Content
Description Pizzeria “Il Funicolare”.......................................................................................................... 3 Needs of customers:................................................................................................................................. 3 KPI (Service characteristics, qualitative and quantitative): .................................................................... 6 Relationships between needs and KPI: .................................................................................................... 8 Interrelationships between service characteristics:.............................................................................. 13 Benchmarking: ....................................................................................................................................... 19 Evaluation of competitors based on the service characteristics provided by them:............................ 21 OUR TARGET SERVICE:........................................................................................................................... 23

Politecnico Di Milano

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Description Pizzeria “Il Funicolare”

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Located near Como lake –Touristic area. Lake view. Close to main road and public transportation. Differentiated menu: Great variety of pizzas and pastas. Lot of places to seat. Large parking lot. The object of analysis inour assignment is pizzeria “Il Funiculare”. We want to understand the customers’ needs, KPI characteristics of our restaurant, to investigate our competitors and find out our target points. The pizzeria “Il Funiculare” is situated near Como lake and it occupies a very good location (tourists area). The main advantage of “Il Funiculare” is the lake view, it is close to main road and transportation.Also the restaurant has a differentiated menu, a lot of places inside and large parking lot in front of it.

Needs of customers:
In order to find out customers’ needs we have provided the questionnaire among people near the lake. We asked 20 people about their wants and how they imagine the best pizzeria and its service. As marketing research showed customers have the following needs orrequirements for a good quality restaurant service:

Politecnico Di Milano

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Less Time from Order to Delivery: This is the time from when customers make their orders until the food is delivered to their seats. It is important for them not to wait so much.



High Quality of Food: This issue affects the tastes of plates as well the health of customers. For those reasons thisrequirement is critical for the service.



Good Location: The location of the restaurant determines in an important way the preference of the clients of going to it. If the place is tourist and beautiful and there is availability of public transport, it’s more suitable for clients.



Availability of Service (Working Hours): Some clients would like to have the possibility of going to therestaurant in some special occasions for them or during not common hours (for ex. in the morning or late evening).



Optimum price of Food: Customers want to pay a just price for the whole service they receive. Clients want to have a good “price-quality” ratio, but it is critical not to increase the price a lot in order to have sufficient number of customers. This item is more subjective thanthe other ones, and it varies from each person to another one. Because of that it is so important for getting and maintaining customers



Diversity of Food items: The diversity of plates will attract clients with different tastes. Therefore, the number of clients is going to increase if there would be this diversity.



Parking Space of the restaurant: Because a lot of customers have...
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