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.
