here - ERIM - Erasmus Universiteit Rotterdam
here - ERIM - Erasmus Universiteit Rotterdam
here - ERIM - Erasmus Universiteit Rotterdam
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A validation Study of House of Quality key performance indicators<br />
4.3.4 The House of Quality<br />
The different parts of the House of quality are discussed in section 2.5. To recap; the construction of<br />
the House of Quality consists of 1) the customer needs (left), 2) the planning matrix , 3) technical<br />
requirements or HOW’S, 4) relation matrix (centre) 5) technical correlation matrix (the roof) and 6)<br />
technical matrix.<br />
The House of Quality as constructed for the online union is presented below (Figure - 13). Although<br />
processed in the completion of House of Quality as depicted below, the technical correlation matrix<br />
is not displayed in Figure - 13 but will be presented separately. The different elements of the House<br />
of Quality will be discussed underneath.<br />
Figure - 13 The House of Quality for the online union<br />
Customer Requirements<br />
The customer requirements or “Whats” are qualified by the interviews with employees of the online<br />
union and members of the online union in phase I of this research study. After this the needs were<br />
defined into five dimensions and quantified by the online survey of phase II. Factor analysis in phase<br />
III classified the needs into four dimensions; interaction, safety, tangibles and information.<br />
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