Information Technology Reference
In-Depth Information
Room 7
CONFLICTS
Room 3
CHARACTERISTICS/MEASURES
(Hows)
DIRECTION OF IMPROVEMENT
Room 1
Room 2
Room 4
COMPETITIVE
COMPARISON/
CUSTOMER
RATINGS
CORRELATIONS
CALCULATED IMPORTANCE
Room 5
COMPETITIVE BENCHMARKS
Room 6
TARGETS AND LIMITS
Room 7
FIGURE 12.4
House of quality.
It is interesting to note that the QFD is linked to VOC tools at the front end
as well as to design scorecards and customer satisfaction measures throughout the
design effort. These linkages along with adequate analysis provide the feed forward
(requirements flow-down) and feed backward (capability flow-up) signals that allow
for the synthesis of software design concepts (Suh, 1990).
Each of these four phases deploys the HOQ with the only content variation occur-
ring in Room #1 and Room #3. Figure 12.4 depicts the generic HOQ. Going room by
room, we see that the input is into Room #1 where we answer the question “What?”
These “Whats” are either the results of VOC synthesis for HOQ 1 or a rotation of
the “Hows” from Room #3 into the following HOQs. These “Whats” are rated in
terms of their overall importance and placed in the Importance column. Based on
customer survey data, the VOC priorities for the stated customer needs, wants, and
delights are developed. Additional information may be gathered at this point from
the customers concerning assessments of competitors' software products. Data also
may be gathered from the development team concerning sales and improvement
indices.
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