House of Quality (HOQ) Flashcards
What is the House of Quality (HOQ)?
Involves collecting and analyzing the VOC (voice of the customer) and a key component of the Quality Functional Deployment technique.
It is used to define the relationship between customer desires and the product or company capabilities
House of Quality Steps
- Customer Requirements - “Voice of the Customer”
- Technical Measures
- Roof/Correlation Matrix
- Relationship Matrix
- Importance Rating
- Competitive Evaluation
Step 1: Customer Requirements - “Voice of the Customer” VOC
HOQ
- First step in QFD is to determine the market segments and identification of prospective customers.
- Team then collects customer requirements for the product or service and rate on a scale of 1 to 5.
- 5 being the most important
- 1 being the least important
- Calculate the relative importance
Step 2: Technical Measures
HOQ
Product requirements or technical characteristics are aligned to the VOC.
This step can be difficult as it involves people working in groups to skim out the variable that may affect the customer requirement factors the most.
Parameters should be meaningful, measurable, and global
Steps 3: Roof/Correlation Matrix
HOQ
Triangular “roof” matrix of HOQ is to identify how the design requirements interact with each other.
Helps the designers in the next phase of QFD project
Triangular matrix looks like a house with a roof
Interrelations are rating:
strong positive as ++
strong negative –
no correlation BLANK
Steps 4: Relationship Matrix
HOQ
Develop correlation between customer requirements or VOC and design characteristics or technical requirements
Decide the symbols you want to use to describe the grades you want.
These should be consistent and easy to understand
The ranking system used is a set of symbols for:
Steps 4: Relationship Matrix
HOQ
- Develop correlation between customer requirements or VOC and design characteristics or technical requirements
- Decide the symbols you want to use to describe the grades you want.
- These should be consistent and easy to understand
- The ranking system used is a set of symbols for:
Steps 4: Relationship Matrix
HOQ
- Develop correlation between customer requirements or VOC and design characteristics or technical requirements
- Decide the symbols you want to use to describe the grades you want.
- These should be consistent and easy to understand
- The ranking system used is a set of symbols for:
- Strong, medium, and weak relationships - Each symbol represents a value of :
- 9 = Strong
- 3 = Medium
- 1 = Weak
Step 5: Importance Rating
HOQ
- Result of calculating the total cum of each column when multiplied by the customer importance factor.
- Helps to determine where to assign the most resources.
- Then calculate the percent of importance
Step 6: Competitive Evaluation
HOQ
- It helps to understand competitor products to fulfil the customer requirements.
- It is also a good idea to ask customers how the product or service rates in relation to the competition by using:
- Surveys, customer meetings, or focus groups/clinics to obtain feedback
- Measure the satisfaction in 1 to 5 scales:
- 1 = Highly Dissatisfied
- 5 = Highly Satisfied - Identify more specific target values for technical specifications to satisfy the VOC
- This section helps appropriate teams within the organization to develope next-level QFD.
Completed HOQ Example
Benefits of House of Quality (HOQ)
- Improves performance of products
- Reduces implementation time
- Reduces warranty and service costs
- Promotes teamwork
- Enables understanding of the competition
