The document outlines the use of a customer requirements matrix (CRM) as a tool for quality and business process improvement. It covers the matrix's role in addressing requirements tracking, understanding customer perspectives, and prioritizing process measures. The document also provides detailed steps for developing a CRM and the estimated time needed for its creation.

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