The House of Quality (HOQ) is the first step in a series of mappings between The Voice of The Customer and The Voice of The Process. It is a matrix correlating VOC with CTQs and uses weighted relationships to document the strength of the correlation.

Working Principle:

  • Priorities (weights or ranks) are added for each VOC
  • CTQ priorities are determined from VOC weights and matrix relations
  • Target values are added for each CTQ
  • The characteristic “roof” documents interrelations between CTQs
  • Often a competitive assessment is included
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