Lean: Understanding a Customer Requirements Matrix provides information for users to learn key elements of a customer requirements matrix. After this lesson, participants 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

1. 1
Lean: Understanding a Customer
Requirements Matrix
Series on Quality Systems Management Tools
Dr. Sharon L. Burton, DBA

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

3. 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

4. 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

5. 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

6. 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

7. How to Develop a Customer Requirements
Matrix?
Input the Headings

8. How to Develop a Customer Requirements
Matrix?
Input the Scoring

9. 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

10. Bibliography
Campos, 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