Page 356 - Six Sigma Demystified

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the part deployment matrix. This matrix thus provides insight into how specific
qualities of the finished part will satisfy the needs of the customer.
In the process planning matrix, the customer requirements are translated into
process requirements, determining the processing methods that will be used.
Finally, in the production planning matrix, the whats of customer require-
ments are translated into the hows of production operations, which determine
how the process will be designed and controlled. In each matrix, the whats of
the customer requirements are translated into the hows of the internal
requirements.
The “house of quality” in Figure F.34 is an extended matrix used to define
and rate the whats and hows at each stage. The basis for each of these elements
is as follows: We start by listing the whats in rows at the left. The whats are the
customer requirements—what the customer wants or desires in the product or
service, the quality attributes. If there is a natural grouping of the requirements,
it’s often advantageous to list them by groups. For example, convenient groups
could be critical to quality, critical to schedule, or critical to cost or perhaps
aesthetics, performance, and function. Each what is weighted for importance.
A useful scale is a rating between 1 and 5, with 5 being high importance and 1
being low importance. We then define the design requirements—the hows—
depending on which matrix we are defining (i.e., product, part, process, or
production), that meet the customer requirements.
In the relationship matrix, we then determine the relationship of each how

Figure F.34 House of quality.