Glossary
House of Quality
House of Quality is a graphic tool for defining the relationship between customer expectations and the capabilities of the organisation to deliver to those expectations. The tool is presented as a matrix of Customer Requirements multiplied by Product over Service Features, which are then indicated on the intersections of the matrix as the degree to which the particular feature contributes to meeting customer requirements. Once determined a detailed version of the matrix can then be drawn up in the form of a block diagram bearing references to the original matrix. The diagrammatic form of the block diagram, comprising blocks on top of other blocks, have lead to its being known as the House of Quality.