Quality tools and techniques

HOUSE OF QUALITY: LAPTOP EXAMPLE

Customer importance

Size of Components

☻ ☻ ☺
Internal Memory
☺ ☻

Sales Factor
Hard Disk
Frequency

Materials

Cost

Planning Matrix
Technical Features HP Acer Haier
Speed * * ○ ○ * * ∆ 25
Size ∆ ○ * ∆ 12
Customer Requirements

Capacity * * ○ * ∆ 19
Weight * ∆ ∆ * ∆ ○ 20
Color ∆ * ∆ 11
Graphics * ∆ ∆ ○ * * ∆ 25
OS * ∆ * ○ ∆ ∆ 20
Warranty * ∆ ∆ 11
Processor * * * * * ∆ 28
Battery * * * ∆ 18
Rating 46 16 23 15 10 20 31 28
Where; ○ =1 = Low relationship

∆ = 3 = Medium relationship

* = 5 = Strong relationship

For ceiling or relationship between technical requirements;

☻ = strongly related

☺= Low relation

PROCESS DETAIL:

In this diagram left hand side representing customer requirement, right hand side
shows planning matrix, the center region shows relationship matrix, bottom
colored area is showing priorities of technical requirement, upper area (ceiling)
representing the technical features and the roof top is showing the interaction
between the technical features.

In this process the relationship between customer requirement and technical

features is actually identified by allotting rating to their relation. Like relation
between speed and customer importance, do customer give importance to speed if
they give huge importance then relation is strong and that’s why 5 rating is allotted
to it. In this way against every requirement and technical feature rating is allotted
through the use of symbols. Against every symbol there is a numeric value, add
these values a give a combine rating for say rating allotted to speed is 25.

Similarly now add up the values vertically it shows rating gained by customer
importance is 46. As bottom line showing the priority of technical feature so the
first priority is given to customer importance, then cost, sales factor, hard disk ,
internal memory, frequency, size of components and least priority is given to
materials as it hold less rating. On roof top the interaction between technical
features is identified like how customer importance is related to cost.