House of quality: House of Quality refers to a process for product development that is

inspired by customer desires for product or process development and anchored by the
capabilities and resources of the organization seeking to meet those desires. The process
includes: listening to customers, translating their desires into a written plan, prioritizing steps
of execution based on what is most important to the customer, and putting a realistic plan.
In the next page House of Quality diagram of a hand sanitizer: Hexisol Hand Rub is drawn.
In the Customer Requirements section to the left shows the specific priority features on which
the customer has set focus. The numbers just to the left represent their importance to the
customer on a scale of one to five. The Technical Descriptions section displays technical
methods needed to measure and execute production. At the base, the Technical Descriptions
are detailed in specific measurements. The center grid containing symbols displays how
strong a relationship each customer requirements has to each. The Importance numbers
and Importance Weights at the bottom are the overall importance after evaluating customer
importance and Technical Descriptions. To obtain these numbers, the product of each
customer importance weight and the value of the relationship symbol for each specification
and engineering specification is calculated. In the table the total importance rating sum is
2191 and dividing each Importance Rating Sum of specific Technical Descriptions, we get
relative weight of each ones.
According to relative weight, the top 3 functional requirements are- active ingredients,
moisturizers & product design respectively and bottom 3 functional requirements are-
packaging & levelling, safety features and herbal extracts respectively.
The first priority of consideration according to customer requirements is brand value.
According to Customer Competitive Assessment survey Hexisol is in the 2 nd position so by
combining or increasing efficiency of active ingredients, its brand value will be highest.
The second feature should be looked through is skin sensitivity. But Hexisol, along with other
products, is not skin sensitive according to assessment survey. So, its corresponding
functional requirement amount of moisturizer need no improvising.
Next customer requirement should be focused is less wastage. Hexisol ranked last of four
other hand sanitizers in competitor assessment survey. But the score of corresponding
functional requirement- product design is third highest. So huge investment is needed in
product design specification to sustain with the competitors.
Customer requirement- no side-effects has the lowest important rating sum but according to
customer competitive assessment survey, Hexisol is top ranked in having no side-effect. So
no improvement needed in safety features as we are ahead of some competitors.
Fragrance is the second least customer requirement and according to customer competitive
assessment, Hexisol has ranked last. Although corresponding product feature herbal extract
components need no improvement & improvisations, some extent should be done to keep up
with the competitor’s level.
Appearance is the third least customer requirement and according to customer competitive
assessment, Hexisol has ranked last. Although corresponding product feature packaging &
labeling need no improvement & improvisations, some extent should be done to keep up with
the competitor’s level.