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# Steps to creating a House of Quality

## I. Create the first level House of Quality

In the Customer Needs worksheet:
Enter the name of the QFD or process in the cell to the right of the Title Cell.
This name will appear on subsequent houses in the top left corner of the worksheet.
1) Define the critical Y's of the project by gathering VOC (Customers' Expectations).
2) Define the importance of each customer expectation on a scale of 1 - 5.
3) Notes may be added to further define or explain the Y.
4) Define the customers' CTQ's (X's).
5) Notes may be added to further define or explain the CTQ.
6) When you are done, you can go to the HOQ 1 spreadsheet and notice the first House of Quality has been s

## II. Assign Relationships to the House of Quality

Assign the strength of the relationships between the Y's and the X's by
putting either a H (high, or strong), M (medium) or L (low, or weak)
in the appropriate cells (see example). If there is no relationship, then do not put a letter in the cell

You can see how the totals and Relative Weight is calculated by expanding the hidden rows (rows 10 -18).

## III. Define the next House of Quality (Matrix 2)

You will notice that the "How's" have now become the "What's" of Matrix 2 and the Relative Weight
from HOQ 1 is now used for the calculations in Matrix 2.
Brainstorm the "What's" with your project team and enter them in the top row of Matrix 2.
Repeat the same steps as in Section II above for assigning the strength of the relationships.

## IV. Creating additional Houses of Quality (Matrix 3 & 4)

Repeat the steps in sections II and III above.
Note the example.
t House of Quality has been set up.

(rows 10 -18).
QFD Title or Process Name: Payment Process

Y's (WHATs)
Customer Expectation Importance Notes
Accurate 4
Timely 3
Customer Responsiveness 4
Cost effective 5
Security 3

EXAMPLE
X's (HOWs)
CTQ's Notes
Less than 1% variance in payments
All invoices paid within 30 days of invoice date
Respond to customer inquiries within 30 min
Less expensive than current direct cost of headcount
100% Data integrity

MPLE
Total
Timely

Security
Accurate

Cost effective
Y's (What's)
Payment Process

## Relative Weight (Priority)

Customer Responsiveness
Importance

3
5
4
2
3
4
Less than 1% variance in
payments
L
H
X's (How's)

15.19%
36
All invoices paid within 30
days of invoice date
L
L
H

13.92%
33

infromation
L

13.08%
31

Respond to customer
inquiries within 30 min
H
H

26.58%
63

## Less expensive than

current direct cost of
L
H

18.99%
45

## 100% Data integrity

L

H
EXAMPLE

12.24%
29
Total
0

40
54
22
40
45
36
237
#VALUE! #VALUE! #VALUE!
Payment Process
X's (How's) Functional Requirements

## Payment file generated

Data correction and

Information storage
Relative Weight

Y's (What's)

Validate data
into system

formatting
Less than 1% variance in
payments 15 H H H H
All invoices paid within 30 days

EXAMPLE
of invoice date 14 M L L L M
infromation 13 L M H
Respond to customer inquiries
within 30 min 27 L L M
Less expensive than current
direct cost of headcount 19 L L M L L
100% Data integrity 12 L H H L L
0 ###
0 ###
0 ###
Total 81.435 247.679 279.747 317.722 228.692 209.705
Relative Weight (Priority) 4.96% 15.07% 17.02% 19.33% 13.92% 12.76%

Total
546.84

125.32

M 209.28

H 372.15

132.91
256.96
0.00
0.00
0.00
278.481 1643.46
16.94% #VALUE! #VALUE! #VALUE!
Payment Process
X's (How's) Design Requirements

## Summary level reporting of

Automated verification of

Online visibility to all

Invoice information
Relative Weight
Y's (What's)

Web invoicing

invoice to PO

invoices
Receive invoice 5 H H L
Enter invoice information into
system 15 H H L M

EXAMPLE
Validate data 17 L H L M

## Data correction and formatting 19 L M M L

Information storage 14 L L H
Payment file generated 13
Answer inbound queries 17 M M
0 ###
0 ###
Total 211.17 180.23 66.14 101.90 30.94 226.24
Relative Weight (Priority) 15.7% 13.4% 4.9% 7.6% 2.3% 16.8%
Magnetic tape storage
SSO authentication

EFT Capability

IVR capability
capaibility

capability

Total
94.14634

H 467.1887

PLE
0

136.1746
H 278.3055
H 114.8395
H 254.172
0
0
135.64 125.24 114.84 152.50 1344.83
10.1% 9.3% 8.5% 11.3%
Payment Process
X's (How's) Key Process Variables

## Microsoft SQL Server

Netscape / Explorer

## Centrex switch IVR

Relative Weight
Y's (What's)

Flux capacitor

compatibility
capability
speeds
Web invoicing 15.7 H L M
Automated verification of

EXAMPLE
invoice to PO 4.918 H
Online visibility to all invoices 7.577 L L
Summary level reporting of
Invoice information 2.3

## SSO authentication capaibility 10.1 M

Magnetic tape storage
capability 9.313
EFT Capability 8.54 H
IVR capability 11.34 H
Total 189.1029 143.8957 76.8542 94.18682 44.26032 102.0599
Relative Weight (Priority) 29% 22% 12% 14% 7% 16%
Total
204.1294
160.8217

PLE
44.26032
15.15435

0
16.82289

30.25715

0
76.8542
102.0599
650.3599
#VALUE! #VALUE! #VALUE! #VALUE!