Six Sigma Green Belt Certification Practice Exam

Where in the house of quality would you find a list of customer needs and desires?

1. a. Right wall

2. b. Foundation

3. c. Left wall

4. d. Roof

The correct answer is: c. Left wall

In the House of Quality, which is a key component of the Quality Function Deployment (QFD) process, customer needs and desires are typically found on the left wall. This part of the matrix is where the "what" is defined—it lists the Voice of the Customer (VOC), which encompasses the specific requirements and expectations that customers have regarding the product or service being developed. The positioning of customer needs on the left wall allows teams to visualize the direct connection between what the customer wants and the technical requirements or features that a product must fulfill to meet those needs. This visual representation helps ensure that the development process stays aligned with customer expectations, driving efforts towards fulfilling those needs effectively throughout the product development cycle. The other areas of the House of Quality serve different purposes: the right wall often contains competitive assessments, the foundation typically lists the engineering characteristics or technical specifications, and the roof may outline the relationships between customer needs and technical requirements. This structured approach helps prioritize features and ensures that all aspects of product development are customer-focused.