This PowerPoint explains how to develop a Customer Requirements Matrix. It is part of the American Meridian University Series on Quality Systems Management Tools.

1. American Meridian University
Understanding a Customer Requirements Matrix
Part of The American Meridian University Series On Quality Systems Management Tools
Professor Sharon L. Burton, Director of Publishing Initiatives, American Meridian University
and
Dr. Bob Gee, Founder, American Meridian University

2. Learning Objectives
At the end of this video 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
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3. 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
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4. What is the Value of a 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 customers’ view of the gaps
• Establish the ranking order of the processes being measured
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5. 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
• Walking through Customer Requirements Matrix
with Stakeholders: 1hour
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6. How to Develop a Customer Requirements
Matrix?
Input the Headings
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7. How to Develop a Customer Requirements
Matrix?
Input the Data Under the Headings
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8. How to Develop a Customer Requirements
Matrix?
Input the Scoring
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9. How to Understand CRM Work Prioritization?
Stakeholder Work Prioritization Breakdown:
• Review the ranking
• Prioritize the ranking by numerical weight
• Verify the data with the stakeholders
Verify the Ranking
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Numerical Weight

10. Bibliography
Campos, J., & Balland, 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., & Bhattacharyya, 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 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
© American Meridian University, 06/02/2014 www.amu-edu.com

11. Visit American Meridian University
Thank you for reviewing this educational material.
American Meridian University
http://www.amu-edu.com/
We welcome your questions and comments.
© American Meridian University, 06/02/2014 www.amu-edu.com