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Lean: Understanding a Customer Requirements MatrixSeries on Quality Systems Management Tools

Dr. Sharon L. Burton, DBA

Goal

The goal of this lesson is for users to understand the usage of a Customer Requirements Matrixas a quality and business process improvement tool.

Learning Objectives

At the end of this lesson users should be able to Articulate the usage of a Customer Requirements

Matrix Explain how to develop a Customer

Requirements Matrix Demonstrate the development of a Customer

Requirements Matrix

What is a Customer Requirements Matrix?

Customer Requirements Matrix is a tool for:• Addressing requirements tracking• Speaking to scope creep• Providing what features a product or service

should have and why

What is the Value of the Customer Requirements Matrix?

Customer Requirements Matrix Helps Users:• Understand the business domains• Reveal outputs• Understand the quality characteristics• Describe the business domains• Comprehend what to measure• Know the targets• Understand the importance to customers of what to measure• Learn the customer’s view of the gaps• Establish the ranking order of the processes being measured

Creation Time to Allot for the Customer Requirements Matrix

From Start to Finish Allow 5 hours• Data Collection: 1-3 hours• Diagramming the Customer Requirements Matrix: 1

hour• Walk through of Customer Requirements Matrix with

Stakeholders: 1 hour

How to Develop a Customer Requirements Matrix?

Input the Headings

How to Develop a Customer Requirements Matrix?

Input the Scoring

How to Understand CRM Work Prioritization?

Verify the Ranking

Stakeholder Work Prioritization Breakdown• Review the ranking• Prioritize the ranking by

numerical weight• Verify the data with the

stakeholders

Numerical Weight

BibliographyCampos, J., & Ballend, HJ-c. (2012). The voice of the customer for project development,

4th edition; Your illustrated guide to obtaining prioritizing and using customer requirements and creating winning. West Linn, OR: Rapidinnovation Press.

Chaudhuri, A., & Bhattachuryya, M. (2009). A combined QFD and integer programming framework to determine attribute levels for conjoint study. International Journal of Production Research, 47(23), 6633-6649. doi: 10.1080.00207540802350757

Gin-Shuh, L., Tsung-Yu, C., & Shu-Fen, K. (2006). Applying fuzzy quality function deployment to identify service management requirements for an ocean freight forwarder. Total Quality Management & Business Excellence, 17(5), 539-554. doi: 10.1080/14783360600587994

Liang, G. (2010). Applying Applying fuzzy quality function deployment to identify service management requirements for customer quality needs. Quality & Quantity, 44(1), 47-57. doi: 10.1007/s11135-008-9178-7

Raynor, D. (2014). Why use a requirements diagram? Part 1. Retrieved from http://www.batimes.com/articles/why-use-a-requirements-matrix-part-1.html