Session 2 – House of Quality – Introduction

In the olden days, Traditionally we did not have customers voice. It was an era whatever you designed, you push it to market then if the customer likes it then good if not work on it to improvise. Slowly when the competition started the Organizations realised that product out approach is not a good approach as it has no guarantee on sales, customer satisfaction, Performance etc..,

Short Story – Long back a company’s R&D team along with vets worked on a lot of nutrition ratio, calories, carbohydrates etc, and released a fabulous product – ‘A dog Biscuit’. After the launch, there were no sales and the reason was simple, Dogs didn’t like it.

later when companies understood the value of customer feedback, likes, dislikes and satisfaction etc.., they have started posting the stickers on the entire wall which was not appropriate or structured.

Later using Kano’s Model, Extracting Technical Response and other methods, Companies started working on the appropriate method. That’s how House of Quality came into the picture