B Critical to Quality Kano model Based on

B Critical to Quality Kano model *Based on the voice of customer the complaints have been converted to CTQ factors, (no quantitative data has been provided with regards to the same; and have been assumed/ gathered from external sources) Satisfied Delighters 1 2 3 Performance needs 2 4 1 3 5 Fully Implement Not Implemented Basic needs 4 2 1 6 5 3 Dissatisfied 1 2 3 4 5 6 1 2 3 4 5 1 2 3 Cleanliness Fresh bread and toppings Properly baked pizza with crispy crust Friendly Staff Refilling of toiletries Proper lighting Timely Service Efficient and active staff Ambience and temperature Ease of payment Fair charges / pricing Good and pleasant music Menu expansion / appetisers Delighting offers *Numbering is not prioritised

Prioritization Matrix Value Key selected opportunities: High priority 6 targets High 5 Potential candidates 1 10 2 Medium 4 3 9 Low Quick wins Low 7 8 Medium Low priority targets High Complexity 1 Opportunity description 2 Opportunity description 3 Opportunity description 4 Opportunity description 5 Opportunity description 6 Opportunity description 7 Opportunity description 8 Opportunity description 9 Opportunity description 10 Opportunity description

Total 0 0 0 100% Data integrity Less expensive than current direct cost of headcount Respond to customer inquiries within 30 min 24/7 access to all business infromation Y's (What's) Less than 1% variance in payments Importance X's (How's) All invoices paid within 30 days of invoice date Payment Process Accurate 4 H L 40 Timely 3 L H H 54 Transparent to the business 2 L H L 22 Customer Responsiveness 4 L H 40 Cost effective 5 H 45 Security 3 M L H 36 Total 36 33 31 63 45 29 0 0 0 Relative Weight (Priority) 15. 19% 13. 92% 13. 08% 26. 58% 18. 99% 12. 24% 0. 00% 237