here - ERIM - Erasmus Universiteit Rotterdam

A validation Study of House of Quality key performance indicators
Technical Correlation Matrix
Traditionally the technical correlation matrix is shaped as the roof of a house (Figure - 13 The House
of Quality for the online union). In order to increase the readability of this part of the HOQ, we
decided to collapse the roof into the matrix presented in Table 11. The technical correlation matrix
will map the correlation between the established technical requirements (How’s). Trade–offs will
have to be made when negative correlations appear. In our model only two negative correlations can
be identified; first a negative correlation occurs between the speed of the services and
personalization of services and secondly between speed of services and feedback processing.
Table 11 - Technical Correlation Matrix
Technical Matrix
The technical matrix will display the importance rankings of the technical requirements and guides
the organization in making decisions within the (re)design process. Therefore this part is the most
important element of the House of Quality (Figure - 13). To calculate the importance of each
technical requirement, the interrelations weightings will be multiplied with the adjusted importance
score for each customer requirement. After this, the scores for each “What” will be summed up. The
relative importance of the technical requirement is than calculated as a percentage of the total score
of the “How’s”. Priorities and relative importance scores of each “How” are presented in Table 12.
Digitalization of the services received the highest score, closely followed by the frequency of
contacts. Other important “How’s” are the networking facilities, contact availability and knowledge
transfer between members and De Unie and membership.
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