Need Quick Response
from Helpdesk
Want satisfactory result
from Helpdesk
What 3
What 4
What 5
What 6
What 7
What 8
What 9
What 10
Score
Current Average Value of CTQ
5
5
3
2
1
2
3
3
5
5
2
1
1
2
4
3
1
3
1
2
2
1
39
2.5
1
1
3
4
2
4
1
47
21
3.1 2 days
1
1
4
2
2
1
2
3
5
4
1
3
4
5
2
2
1
32
6
1
1
4
34
0
2
1
2
2
1
3
38
3
How 9 <--------
How 8 -------->
How 7 -------->
How 6 <--------
How 5 -------->
How 4 -------->
How 3 <--------
Importance
to
Customer
Feedback Score>
Customer Needs or CCRs
or What’s
Time On Hold <--
How’s or CTQs internal to the company/process/engineering->
2
2
1
5
25
1
36
2
1
5
1
4
5
2
1
37
7
sixsigmatutorial.com
Copyright 2005-2011. For personal use only. Can’t be sold or freely re-distributed as a template. Free Six Sigma and Business Templates from sixsigmatutorial.com.
Six Sigma QFD Matrix
 This QFD matrix translates the CCRs into CTQs. The final score helps prioritize the
CTQs and choose which ones to tackle first.
 The CCRs (What’s) are listed vertically in the first column and all related CTQs (How’s)
are listed horizontally across the top.
 In the second column, assign 1 to 5 based on the importance of the CCRs, where 5 is the
most critical to the customer. This ranking is based on the VOC (Voice of Customer)
data.
 Now score each CTQ (How’s) on how strongly it correlates to each CCR. Remember we
are looking at the absolution value of the correlation. It could be either positively
correlated or negatively correlated. Use 5 for a strong correlation and 1 is a weak one.
Leave it blank if there is no correlation. Some CCRS will have few CTQs that relate and
rest unrelated.
 Next multiply the importance rating for the CCR by the correlation score for each CTQ.
Add up the scores vertically for each CTQ and place that value in the bottom score row.
Once the score is computed for all CTQs, the ones with the highest scores are the highest
priority Six Sigma project objectives to work on.
Copyright 2005-2011. For personal use only. Can’t be sold or freely re-distributed as a template. Free Six Sigma and Business Templates from sixsigmatutorial.com.