House of Quality

This customer types matrix diagram distribute customers into four categories depending of two criteria: 1) desired degree of proximity between customers and suppliers, and 2) types of relations that expect customers.
One time customers have short-term relations with suppliers and characterized by distance in relations with them.
Loyal customers have long-term relations with suppliers and characterized by distance in relations with them.
Customers who exploit relationships have short-term relations with suppliers and characterized by proximity in relations with them.
Relationship seekers have long-term relations with suppliers and characterized by proximity in relations with them.
This customer types matrix diagram example was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Matrices solution from the Marketing area of ConceptDraw Solution Park.

This house of quality sample illustrates competative assessment of voice of the customer (VOC).
It was designed on the base of the figure 3-6 in Lecture "How QFD helps in product quality improvement?" from the website of National Programme on Technology Enhanced
Learning (NPTEL), India. [nptel.ac.in/ courses/ 110101010/ downloads/ mod3/ Module%20 III-Lec1.pdf]
Distributed under Creative Commons Attribution-ShareAlike 4.0 International (CC BY-SA 4.0) [creativecommons.org/ licenses/ by-sa/ 4.0/ ]
"The customer’s competitive assessment (Figure 3-6) is a pair of table (or graph) that depicts how competitive products compare with current organization product status on specific VOC. The customer competitive assessment is the block of columns corresponding to each customer requirement in the house of quality on the right side of the relationship matrix, The numbers 1 through 5 are listed in the competitive evaluation column to indicate a rating of 1 for worst and 5 for best. The customer competitive assessment is a good way to determine if the customer voice has been met (as compared to best competitor) and identify areas to improvement for future design." [nptel.ac.in/ courses/ 110101010/ modules/ module3/ lec1/ 1.8.html]
The HOQ example "House of Quality - customer’s competitive assessment" was designed using ConceptDraw PRO software extended with House of Quality solution from Quality area of ConceptDraw PRO Solution Park.

This house of quality sample illustrates correlation matrix.
It was designed on the base of the figure 3-5 in Lecture "How QFD helps in product quality improvement?" from the website of National Programme on Technology Enhanced Learning (NPTEL), India. [nptel.ac.in/ courses/ 110101010/ downloads/ mod3/ Module%20 III-Lec1.pdf]
Distributed under Creative Commons Attribution-ShareAlike 4.0 International (CC BY-SA 4.0) [creativecommons.org/ licenses/ by-sa/ 4.0/ ]
"After drafting the relationship matrix, it is evaluated for any empty row or column. An empty row indicates that a customer voice is not being addressed by any technical descriptors. Thus, the customer expectation is not being met. Any blank column indicates that the technical requirement is unnecessary, as it does not address any VOC.
The roof of the house of quality, expressed as correlation matrix, is used to identify any interrelationships between the technical descriptors (Figure 3-5). Symbols are used to describe the strength of the interrelationships. Symbols generally preferred are:
- A ‘solid circle’ represents a strong positive relationship.
- A ‘circle’ represents a positive relationship.
- An ‘X’ represents a negative relationship.
- An ‘asterisk’ represents a strong negative relationship." [nptel.ac.in/ courses/ 110101010/ modules/ module3/ lec1/ 1.7.html]
The HOQ example "House of Quality - correlation matrix" was designed using ConceptDraw PRO software extended with House of Quality solution from Quality area of ConceptDraw PRO Solution Park.

This house of quality sample illustrates interrelationship matrix.
It was designed on the base of the figure 3-4 in Lecture "How QFD helps in product quality improvement?" from the website of National Programme on Technology Enhanced
Learning (NPTEL), India. [nptel.ac.in/ courses/ 110101010/ downloads/ mod3/ Module%20 III-Lec1.pdf]
Distributed under Creative Commons Attribution-ShareAlike 4.0 International (CC BY-SA 4.0) [creativecommons.org/ licenses/ by-sa/ 4.0/ ]
"The next step in building a house of quality is to compare the VOC with technical characteristics and determine their interrelationships. In this context, engineering knowledge about the product and historic evidence/ data can provide useful information. Common practice is to use symbols to represent the nature of relationship between customer requirements and technical descriptors. Symbols used are:
- A solid circle represents a strong relationship (scored as +9).
- A single circle represents a medium relationship. (scored as +3).
- A triangle represents a weak relationship (scored as +1).
- The box is left blank if there is no relationship between VOC and technical characteristics.
Figure 3-4 provides the interrelationship matrix with type of relationships. Any cell that is empty implies no or insignificant relationship." [nptel.ac.in/ courses/ 110101010/ modules/ module3/ lec1/ 1.6.html]
The HOQ example "House of Quality - interrelationship matrix" was designed using ConceptDraw PRO software extended with House of Quality solution from Quality area of ConceptDraw PRO Solution Park.