The house of quality matrix is a powerful tool for managing multiple-customer requirements. Here's how it works:
* Customer Needs: Begin by identifying and capturing customer needs, desires, and expectations. These can be gathered through surveys, interviews, feedback, and market research.
* Translation to Technical Requirements: The house of quality matrix translates customer needs into specific technical requirements. These requirements are often related to product features, performance, reliability, safety, and other aspects.
* Matrix Structure:
* The matrix has two main sections: the left side (customer requirements) and the top side (product features or characteristics).
* Each cell in the matrix represents the relationship between a specific customer requirement and a product feature.
* The strength of the relationship is indicated using symbols (e.g., +, ++, -) or numerical values (e.g., 1, 2, 3).
* Prioritization and Alignment:
* Cross-functional teams collaborate to prioritize the technical requirements based on their impact on customer satisfaction.
* The matrix helps align different departments (such as design, engineering, marketing, and manufacturing) around common goals.
* Action Plans:
* Once the matrix is complete, teams develop action plans to address each requirement.
* These action plans guide product development, process improvement, and resource allocation.
* Continuous Improvement:
* The house of quality matrix is revisited throughout the product lifecycle to ensure ongoing alignment with customer needs.
* It supports continuous improvement efforts by allowing teams to track progress and make adjustments.
In summary, the house of quality matrix provides a structured approach to managing customer requirements, fostering collaboration, and ensuring that products or services meet customer expectations2.
References:
* ASQ Certified Manager of Quality/Organizational Excellence Body of Knowledge.
* ASQ Certified Manager of Quality/Organizational Excellence study guide and handbook.