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I HC KINH T NNG

KHOA QUN TR KINH DOANH


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MN: QUN TR CHT LNG TON DIN


ti: Trin khai chc nng cht lng (QFD) i vi sn phm bnh Pizza ca Nh hng Mr Pizza House 45 Trn Ph

Nhm 8
1. Nguyn Trn Trng Tun B10K2.2B 2. Bi Trn Bo Quyn 3. Trnh Tn Quang 4. Trn Th Tm Phng 5. Trn Th Thanh Vn 6. Phm Th Tho B10K2.3 B10K2.2B B10K2.2B B10K2.2B B10K2.3

NNG 3-2012

MC LC
SN PHM : BNH PIZZA PHT TRIN SN PHM BNH PIZZA NGI NH CHT LNG CA BNH PIZZA NHN DIN THUC TNH KHCH HNG NHN DIN C TNH K THUT SN PHM LIN KT THUC TNH KHCH HNG VI C TNH K THUT SN PHM NH GI SN PHM CNH TRANH NH GI C TNH K THUT CA THIT K V MC TIU PHT TRIN XC NH CC DC TNH K THUT TRIN KHAI TRONG QU TRNH SN XUT NGI NH CHT LNG Trang 3 5 6 7 9 11 12 13 15 16

Bi tp QFD Nhm 8

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SN PHM: PIZZA
V c bn, Pizza l mt loi bnh m nng, hnh a dt, thng c ph bng st c chua v ph-mai mozzarella (lm t sa tru nguyn cht), sau l mt s la chn cc loi tht, xc xch, hi sn, ph-mai, rau v cn ty ty thuc vo khu v v vn ha. . Vy nn Pizza c nhiu loi ty thuc vo s lng nhng thnh phn c thm vo, hoc cc loi thnh phn c b sung theo mi vn ha.

C rt nhiu loi bnh pizza ty thuc vo thnh phn, phng php nng v kch c ca bnh pizza. Mt vi thnh phn c a ra nh sau: Neapolitan Pizza C chua ti, mozzarella, bt m, men n, mui v nc Lazio-styled Pizza Bnh pizza hnh ch nht, c chua, mozzarella xt lt, du liu Pizza trng St c chua, c th thay bng kem chua Pizza Romana C chua, mozzarella, c cm, l oregano, du
Bi tp QFD Nhm 8 Trang 3

Pizza bn ma Trong loi bnh pizza ny, cc thnh phn khng c trn ln vi nhau, chng ch c t ln lt bnh m ri em i nng Four Cheese Pizzas C chua, mozzarella, ph-mai stracchino, fontina, gorgonzola Sicilian-styled Pizza St c chua, ph-mai, ti, hng qu v l oregano

Bi tp QFD Nhm 8

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PHT TRIN SN PHM: BNH PIZZA


Chng ta thy trn y l pizza gm nhiu thnh phn. S la chn nhng thnh phn ph thuc vo loi bnh pizza m chng ta mun cung cp cho khch hng. V th by gi chng ta s lit k nhng thnh phn c bn cn c to ra mt chic bnh pizza.

THNH PHN C BN TO NN BNH PIZZA

Bi tp QFD Nhm 8

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NGI NH CHT LNG CA PIZZA


6 BC CN BN XY DNG NGI NH CHT LNG:

Bi tp QFD Nhm 8

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BC 1: NHN DIN THUC TNH CA KHCH HNG

Cc thuc tnh m bt k khch hng no cng mong mun i vi bnh Pizza l: Hng v c bit Gi thp Tt cho sc khe, t bo Ngon ming Ti v giao hng nhanh chng Cu to tt Hng v c bit Hng v l yu t ng u trong nhu cu n ung ca khch hng. V th hng v ca bnh pizza nn c bit. Bnh Pizza t cht hng v tuyt ho l phi lun lun ti, nng v cay. Ga thp Ga thnh l yu t quan trng th hai theo khch hng. Khch hng lun c xu hng mua thc n ngon v r. V th, khng nn c bt k mt s tha hip no v khu v trong khi vn gi mc gi thp nht c th p ng c nhu cu ca khch hng. t bo v tt cho sc khe Khng ai mun mc bnh hoc tr nn mp ra khi n nhng thc n ngon v cay. V th, pizza c bn cho khch hng nn cha t cht bo v n nn l mt mn n king tt cho mi ngi. y chnh l cha kha cho s chin thng nhu cu ca khch hng. Ngon ming y chnh l mong mun u tin m cng l mng mun cui cng ca khch hng khi s dng bnh Pizza (v c cho cc loi n khc). Tt c khch hng u mun c mt bnh c th lm gim s thm n ca h, gi giy trong ti ca h
Bi tp QFD Nhm 8 Trang 7

cho ln gi mn n tip theo. Khi nhn mt bnh pizza c th lm h a nc bt. N phi trng p mt, ngon ming v cay ngay c khi khch hng vn cha thng thc. Ti v giao hng nhanh chng Khng ai mun c mt chic bnh pizza dai nhch. Mi ngi u mun mt chic bnh pizza ti v nng hi, ngay c khi h t hng ti nh. Nh vy tiu ch: Giao hng nhanh, bnh lun nng hi nn c duy tr vi khch hng nu khng chng ta s b mt khch. Cu to tt Cu to bnh l u tin thp nht ca khch hng. N tng t nh hnh dng bn ngoi ca mt chic bnh pizza. Nhng n s chu nh hng bi hnh dng, kch c, phng php nng, v thnh phn. Cu to tt cho mi chic bnh l tiu chun nn c duy tr. Vy nn, theo khch hng, chng ta xc nh nhng nh gi quan trng nh sau Hng v c bit Gi thp t bo, c li cho sc khe Ngon ming Ti v giao hng nhanh chng Cu to tt 6 5 4 3 2 1

Bi tp QFD Nhm 8

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BC 2: NHN DIN C TNH K THUT

bc ny, Chng ta phi phn nh mong mun v nhu cu ca khch hng vo sn phm ca chng ta. Chng ta phi xem xt nhng iu ny trc khi chng ta tin hnh sn xut chic bnh pizza nng hi v cay. Sn phm ca chng ta l bnh Pizza c kh nng cung cp nhng im tuyt vi cho khch hng nh sau: Phn nhn ngon v ti (xc xch, tht, bnh m,v...v) Khi lng, kch c,hnh dng, dy thch hp . t cht bo (t ph-mai v/hoc men) Nguyn liu ty chn cho khu v v kt cu Mu sc Loi v nhiu ca nhn Nhn ngon v ti Nhn, v c bn l mt lp hn hp nhiu thnh phn. N lun i km vi mn n. Phn nhn phi lun ti v y l nguyn liu chnh ca bnh pizza. Phn nhn ngon v ti chc chn s gip chng ta thng c nhu cu ca khch hng. Khi lng, kch c, dy v hnh dng thch hp Nhng c trng ny ca bnh pizza c quan h mt thit vi gi thnh ca bnh pizza. Bnh cng nng, gi cng cao. Bnh cng ln v dy, khch hng cng tn nhiu tin. V th, bnh pizza nn c nhiu kch c v khi lng khc nhau khch hng c th la chn nhng chic bnh thch hp. l ti sao chng ta s gii thiu: Kch c, bnh pizza trung v bnh pizza ln. Hm lng cht bo thp, c li cho sc khe Mi ngi u mun mt chic bnh pizza tt cho sc khe. V th, chng ta s s dng nhng thnh phn m trong c t cht bo nht. Mt vi thnh phn rt quan trng cho mt chic bnh nhng chng u c hm lng cht bo cao, v vy chng ta s dng chng cng t cng tt.
Bi tp QFD Nhm 8 Trang 9

Nguyn liu ty chn phong ph Nguyn liu ty chn c lin quan n hng v v loi bnh pizza. cung cp nhiu loi bnh pizza ngon, chng ta s s dng nhiu nguyn liu khc nhau hp dn khch hng. Yu t ny cng lin quan n gi thnh v cu to ca bnh. Mu sc b ngoi ca mt chic bnh trng ngon mt, chng ta s phi s dng mu v hng nhn to cho chic bnh pizza ca chng ta. Ngoi ra, nhng mu sc hng v ny phi thm v cay cho bnh pizza tri u ca nhn tri u ca nhn c quan h mt thit vi dy v gi thnh ca bnh pizza. cung cp nhiu loi bnh pizza chng ta s c nhng chic bnh pizza t nhn, nhn va v nhiu nhn.
Khi lng, kch c, hnh dng, dy thch hp

ngon v ti ca nhn bnh

Hm lng cht bo thp

Nguyn liu t chn

nhiu nhn bnh

Mu sc

Bi tp QFD Nhm 8

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BC 3: LIN KT THUC TNH CA KHCH HNG VI C TNH K THUT CA THIT K:

Trong bc ny, chng ta s pht trin quan h ma trn gia cc c tnh k thut s nh th no. Theo s sau y thy mi quan h: Mu sc Nguyn liu t chn Khi lng, kch c - nhiu nhn bnh Hm lng cht bo thp- ngon va ti ca nhn bnh
............... Quan h ma trn

Khi lng, kch c, hnh dng, dy thch hp

ngon v ti ca nhn bnh

Hm lng cht bo thp

nhiu nhn bnh

Nguyn liu t chn

Mu sc

Bi tp QFD Nhm 8

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BC 4: NH GI SN PHM CNH TRANH DA VO THUC TNH CA KHCH HNG:

Trong bc ny, chng ta s so snh c trng canh tranh ca sn phm vi i th cnh tranh. V d nh trn th trng c 2 cng ty Mr PIZZA HOUSE (45- Trn Ph) v PIZZA HUT ang cnh tranh sn phm, v vy vic u tin chng ta s tho lun v so snh Pizza ca 2 ca hng ny c c bo co ton din v chi tit v bnh Pizza.
MR PIZZA HOUSE

Hng v c bit Gi thp Cu to tt


t bo, c li cho sc khe Ti, cung cp nhanh chng Ngon ming

6 5 1 4 2 3

5 2 4 3 4 5

Trong : Mc nh gi t Tt Khng Tt theo thang t 5 n 1

PIZZA HUT

3 4 5 3 5 4

Bi tp QFD Nhm 8

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BC 5: NH GI C TNH K THUT CA THIT K V MC TIU PHT TRIN


Ma trn quan h

Quan h yu (1) Quan h trung bnh (3)


ngon v ti ca nhn bnh
12

Quan h mnh (6)


Khch hng nh gi

Khi lng, kch c, hnh dng,

Hm lng cht bo thp

Khch hng mun


Mu sc

Hng v c bit Gi thp Cu to tt t cht bo, c li cho sc khe Ti, cung cp nhanh Ngon ming
Ch s nh gi

6 5 1 4 2 3 3 60 30 11 12

nhiu nhn bnh


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Bi tp QFD Nhm 8

Nguyn liu t chn

Bng tnh ch s nh gi tnh quan trng ca c tnh k thut i vi sn phm theo nhu cu ca khch hng:
Mu sc Khi lng, kch c, hnh dng, .. Cht bo thp, c li cho sc khe Nguyn liu t chn Giao hng nhanh chng, bnh ti Ngon ming 3x1 6 x 6 + 3 x 3 + 5x3 6x4+3x2 5x1+3x2 3x1+3x3 1x6+3x2 3 60 30 11 12 12

Bi tp QFD Nhm 8

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BC 6: XC NH CC C TNH K THUT TRIN KHAI TRONG QU TRNH SN XUT

Khi lng, kch c, hnh dng,

ngon v ti ca nhn bnh


5 4 *

Hm lng cht bo thp

MR PIZZA HOUSE PIZZAHUT PHT TRIN

4 5

5 3 *

3 3 *

2 4

Ta nhn thy cn pht trin sn phm p ng yu cu ca khch hng: - Ci thin v gi; - Gim hm lng cht bo c l cho sc khe hn Cn c vo ma trn quan h gia c tnh k thut v yu cu khch hng ta thy cn phi pht trin cc yu t: Tnh ton li khi lng, kch c, hnh dng,...; tnh ton li nhn bnh gi c th cnh tranh hn; Chn loi nguyn liu c hm lng cht bo thp, ...

Bi tp QFD Nhm 8

nhiu nhn bnh


4 3 Trang 15

Nguyn liu t chn

Mu sc

NGI NH CHT LNG CA BNH PIZZA


Quan h thp (1) Quan h trung bnh (3) Quan h cao (6)
Khi lng, kch c, hnh dng, ngon v ti ca nhn bnh

Hm lng cht bo thp

nhiu nhn bnh

Nguyn liu t chn

MR PIZZA HOUSE

Mu sc

Hng v c bit Gi thp Cu to tt


Cht bo thp, c li cho sc khe Ti, giao bnh nhanh

6 5 1 4 2 3 3 4 5 60 5 3 * 30 3 3 * 11 2 4 12 5 4 12 4 3 *

5 2 4 3 4 5

Ngon ming
Ch s nh gi MR PIZZA HOUSE PIZZAHUT PHT TRIN

PIZZA HUT

3 5 4 3 5 4

Bi tp QFD Nhm 8

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