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@ Step1: List customer requirements (WHATs)

This is often referred to as the WHATs that a
customer needs or expects in a particular
product. The requirements are further divided
into primary, secondary and tertiary
requirements. The engg dept has to get the
correct customer requirements for the design
and development of the product.
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The goal of the house of quality is to design or change

the design of product in a way that meets or exceeds
the customer expectations.
Implementation of the customer requirement into the
counterpart characteristics is the important one. The
process of translating system requirements into part
level specifications. The technical requirements are
further classified into primary , secondary and
tertiary requirements.
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@ To determine the relationship between the customer

requirement and the technical requirement this matrix is used.
@ Two ways are followed for building this matrix 1.L shaped
diagram and 2. relationship matrix.
@ L ± shaped diagram is the two dimensional relationship
diagram and it is constructed by turning the list of technical
requirements into the list of customer requirement and vice
versa.
@ The relationship matrix is used to represent the relationship in a
graphical way and it shows the degree of influence between
each technical descriptor and each customer requirement.
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Strong relationship and the weight is 9

Medium relationship and the

weight is 3

Weak relationship and the weight is

1

A box is left blank if no relationship

exists.
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 !

@ Interrelationship matrix is used to define the

direction of the correlation by the symbols
and weights.
Strong positive relationship and the weight is + 9

positive relationship and the weight is + 3

X Negative relationship and the weight is -3

Strong negative relationship and the weight is -9

*
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@ It is a process of assigning of weights for our

products and our competitor products.
@ It also concentrates on the ability of our products
with the competitor products
@ The competitive assessments are divided into two
types they are customer competitive assessment
and technical competitive assessment.
@ The numbers through 1 to 5 are allotted to the
competitive assessment column to indicate a rating
of 1 for worst and 5 for best.
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@ It is a progress of segregating the customer requirements into

the prioritized one.
@ The following ways are used to rank the prioritized customer
requirements.
@ Importance to customer ± allotting numbers of 1 to 10 and 1 for
the least important and 10 for the most important.
@ Target value ± allotting value of 1 to 5 and 1 for worst and 5 for
best.
@ Scale-up factor ± it is the ratio of the target value to the product
rating in the customer competitive assessment
@ Sales point ± how well a customer requirement will sell and the
sales point is between 1.0 to 2.0
@ Absolute weight ± ( Importance to customer X scale up factor X
sales point)
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@ Gegree of difficulty
@ Target value
@ Absolute weight ± aj =™Rij Ci
aj = row vector of absolute weight for technical descriptors
Rij = Weights assigned to the relationship matrix
Ci = Column vector of importance to customer for customer
requirements
@ Relative Weight ± bj = ™Rij di
b = row vector of relative weights for technical descriptors
di = column vector of absolute weights for the customer
requirements