Quality Function Deployment (QFD) Short Messaging System (SMS)

Repliable SMS vNon-repliable SMS Customized Txt for VIP Standard Txt message 160 char 1 text Survey broken into 3 texts Free text message 0 7 2 2 5 6 6 4 0 0 0

Batched Transmittal Text Blast at 9AM

Technical Requirements

Targets

Customer Priority

Customer Needs

Easier to Feedback No Cost (Free of Charge) Capture Feedback Response Timely feedback Accurate feedback Data driven feedback
Importance Rating (Priority X Relationship)

5 4 5 3 3 3

+ + + + + +

5 4 1 1 62 22%

5 5 5 5 79 28 28 49 46 0 0 0 28% 10% 6% 17% 16% 0% 0% 0%

Technical Assessment

Customer Assessment/ Competitive Evaluation

3 1

1 1

Business Needs

Quality Function Deployment (QFD) We Chat / Viber

Non-Repliable Customized Message for VIP Standard Message

Individual Transmittal Group Messaging at 9 AM Repliable

Technical Requirements

Phone Defined

OS Defined Internet Connection 10

Targets

Customer Priority

Customer Needs

Easier to Feedback No Cost (Free of Charge) Capture Feedback Response Timely feedback Accurate feedback Data driven feedback
Importance Rating (Priority X Relationship)

5 4 5 3 3 3

+ + + + + +

5 4 1 1 62 14%

5 5 5 5 79 28 18 49 46 50 50 50 18% 6% 4% 11% 11% 12% 12% 12%

Technical Assessment

Customer Assessment/ Competitive Evaluation

3 1

1 1

0 7

2 2

5 6

6 4

10 10

Business Needs

Pugh Selection

Criteria (VOCs) System for the Texter Application to View Results Accurate Monthly Report Generation Monthly Client Feedback for Operations

Rating (1-10) 5 8 10 10

SMS + + + +

WeChat / Viber + -

Sum of Positives Sum of Negatives Sum of Sames Weighted Sum of Positives Weighted Sum of Negatives

4 0 0 33 0

1 3 0 5 28