House of Quality是一种用于定义顾客期望与企业产品能力关系的图表，它是质量功能部署（QFD）的一部分。通过规划矩阵将顾客需求与企业如何满足这些需求联系起来，它看起来像一座房屋，其屋顶是相关矩阵，主体是矩阵，包含顾客需求与企业如何满足这些需求的互动。此方法旨在设计产品以反映顾客的愿望和品味，并促进组织内部跨功能整合，特别是在营销、工程和制造之间的整合。
House of Quality is a diagram, resembling a house,[1] used for defining the relationship betweencustomer desires and the firm/product capabilities.[2] It is a part of theQuality Function Deployment (QFD) and it utilizes aplanning matrix to relate what the customer wants to how a firm (that produces the products) is going to meet those wants. It looks like a House with a "correlation matrix" as its roof, customer wants versus product features as the main part, competitor evaluation as the porch etc. It is based on "the belief that products should be designed to reflect customers' desires and tastes".[3] It also is reported to increase cross functional integration within organizations using it, especially betweenmarketing, engineering and manufacturing.
The basic structure is a table with "Whats" as the labels on the left and "Hows" across the top. The roof is a diagonal matrix of "Hows vs. Hows" and the body of the house is a matrix of "Whats vs. Hows". Both of these matrices are filled with indicators of whether the interaction of the specific item is a strong positive, a strong negative, or somewhere in between. Additional annexes on the right side and bottom hold the "Whys" (market research, etc.) and the "How Muches". Rankings based on the Whys and the correlations can be used to calculate priorities for the Hows.
House of Quality analysis can also be cascaded, with "Hows" from one level becoming the "Whats" of a lower level; as this progresses the decisions get closer to the engineering/manufacturing details.
A Flash tutorial exists showing the build process of the traditional QFD "House of Quality" (HOQ).[4] There are also free House of Quality templates available that walk users through the process of creating a House of Quality.[5]
References
- ^ House of Quality Matrix
- ^ John R. Hauser (1993) How Puritan-Bennet used the house of quality.Sloan Management Review, Spring, 61-70.
- ^ John R. Hauser & Don Clausing (1988) The house of quality.Harvard Business Review, May–June, 63-73
- ^ http://www.webducate.net/qfd/qfd-hoq-tutorial.swf
- ^ QFD Online - Free House of Quality (QFD) Templates for Excel
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