Six-Sigma QFD Matrix Template

How s or CTQs internal to the company/process/engineering-> Time On Hold <--Feedback Score-> Customer Needs or CCRs or What s Importance to Customer

How 3 <--------

How 6 <--------

Need Quick Response from Helpdesk Want satisfactory result from Helpdesk What 3 What 4 What 5 What 6 What 7 What 8 What 9 What 10 Score Current Average Value of CTQ

5 3 2 1 3

2 5

1 4

1 2

5 1

How 9 <-------2 2 1 5 1 5 1 4 5 2 1 37 7

How 4 -------->

How 5 -------->

How 7 --------> 4 5 2 2 2 1 1 4 34 0 2 25 1

5 2 1 1 2

1 4

2 1 2 2 1 3 38 3 1 3 4

3 1 2

2 1 39 2.5

1 1 3 4 2 4 1 47 21 3.1 2 days

1 32 6

Free Six Sigma and Business Templates from sixsigmatutorial.com. Copyright 2005-2011, sixsigmatutorial.com. For personal and business use only. Cant be sold or freely re-distributed as a template.

How 8 --------> 36 2

This QFD matrix translates the CCRs into CTQs. The final score helps prioritize the CTQs and choose which ones to tackle first. The CCRs (What s) are listed vertically in the first column and all related CTQs (How s) are listed horizontally across the top. In the second column, assign 1 to 5 based on the importance of the CCRs, where 5 is the most critical to the customer. This ranking is based on the VOC (Voice of Customer) data. Now score each CTQ (How s) on how strongly it correlates to each CCR. Remember we are looking at the absolution value of the correlation. It could be either positively correlated or negatively correlated. Use 5 for a strong correlation and 1 is a weak one. Leave it blank if there is no correlation. Some CCRS will have few CTQs that relate and rest unrelated. Next multiply the importance rating for the CCR by the correlation score for each CTQ. Add up the scores vertically for each CTQ and place that value in the bottom score row. Once the score is computed for all CTQs, the ones with the highest scores are the highest priority Six Sigma project objectives to work on.

Free Six Sigma and Business Templates from sixsigmatutorial.com. Copyright 2005-2011, sixsigmatutorial.com. For personal and business use only. Cant be sold or freely re-distributed as a template.