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RESPONSE 1 7 7
QUALITY 0.1428571429 1 7
COL. TOTAL 1 1 1
SCORES TO BE ALLOC
DESCRP. NORMAL AHP SCORE
POOR 1 1 TO 2
AVERAGE 2 3 TO 4
GOOD 3 5 TO 6
VERY GOOD 4 7 TO 8
EXCELLENT 5 9 TO 10
ESS MATRIX TEMPLATE TO ANALYZE CSI PER CUSTOME
& SALES EXECUTIVEWISE
0.1111111111 1
25.1111111111 31
NORMALIZED
CUMULATIVE
NORMALIZED NORMALIZED PERCENTAGE OR
NORMALIZED
SCORE SCORE PERCENT RATIO
SCORE OR ROW
DELIVERY RELATIONSHIP SCALE OF
SUM
PRIORITY
1 1 5
TO BE ALLOCATED
AVG. AHP SCORE
1.5
3.5
5.5
7.5
9
CSI PER CUSTOMER MONTH WISE
1 Excellent [ ] 1 Excellent [ ]
2 Very Good [ ] 2 Very Good [ ]
3 Good [ ] 3 Good [ ]
4 Average [ ] 4 Average [ ]
5 Poor [ ] 5 Poor [ ]
DELIVERY PACKING
1 Excellent [ ] 1 Excellent [ ]
2 Very Good [ ] 2 Very Good [ ]
3 Good [ ] 3 Good [ ]
4 Average [ ] 4 Average [ ]
5 Poor [ ] 5 Poor [ ]
RELATIONSHIP REMARKS
1 Excellent [ ] EXCELLENT
2 Very Good [ ] VERY GOOD
2 Very Good [ ] VERY GOOD
3 Good [ ] GOOD
4 Average [ ] AVERAGE
5 Poor [ ] POOR
AHP
AHP
EXCELLENT 5
EXCELLENT 5
VERY GOOD 4
GOOD 3
AVERAGE 2
POOR 1
Plug the data of the converted sc
Value entitlement.
Value entitlement.
9 9
9 9
7-8 7.5
5-6 5.5
3-4 3.5
1-2 1.5
erted score (Geometric Mean) into the
AN EXAMPLE
is used. These CTQ'S
acturer delivering its
the Product for the
ery Time: The Time
mises. (4) Packing:
Product and (5)
the customer.
A
SCORES TO AHP SCORES
CONVERTING THE CSI
portant parameters the total
ponse; Quality; Delivery;
rticular sales/marketing
s will be the customer
es of the individual CTQ's
score and plugged into the
o Scale Of Priority for each
stomer's preference is and
nufacturing organization.
TAILS
TAILS
ABOUT AHP
Columns have the same
Response; If the second Row is
ix is arranged a score range of 1
maximum score implies that
ocated a score of 1. Now
the diagonal is just inverse of
d the columns. Now create a
the column total. Likewise do
score for each CTQ. Convert
n total of the Normalized Score
rity for each CTQ and will also
9
GEOMETRIC MEAN
G THE CONVERTING THE
IX SCORES
SCORING THE
9
MATRIX
7.5
5.5
3.5
1.5
ean) into the AHP Matrix
mer's
SCORES TO AHP SCORES A
ABOUT AHP
IX
lized
table
le of
dicate
MULTIVARI CHARTS
ANALYTICAL HEIRARCHY PROCESS MATRIX TO STUDY CUSTOMER
RESPONSE 1 7 7 8 8
QUALITY 0.1428571429 1 7 8 8
COL. TOTAL 1 1 1 1 1
2
1
70.00
2
60.00
400
50.00
0
0
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00