Cust. Needs/ Req./ WHAT's Cu

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Cu

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Cu

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Cu

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What 1What 2What 3 What 4What 5What 6What 7What 8What 9What 10What 11What 12What 13What 14What 15What 16What 17What 18What 19What 20What 21What 22What 23What 24What 25What 26What 27What 28What 29What 30

How 1 How 2How 3How 4How 5How 6How 7How 8How 9How 10

Importance Our Capabilities/ Techniques/ Approaches to Cust. Needs

Cust. Needs/ Req./ WHAT's Cu

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Cu

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Cu

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Cu

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What 1 0 0 0 0What 2 0 0 0 0What 3 0 0 0 0What 4 0 0 0 0What 5 0 0 0 0What 6 0 0 0 0What 7 0 0 0 0What 8 0 0 0 0What 9 0 0 0 0What 10 0 0 0 0What 11 0 0 0 0What 12 0 0 0 0What 13 0 0 0 0What 14 0 0 0 0What 15 0 0 0 0What 16 0 0 0 0What 17 0 0 0 0What 18 0 0 0 0

What 19 0 0 0 0What 20 0 0 0 0What 21 0 0 0 0What 22 0 0 0 0What 23 0 0 0 0What 24 0 0 0 0What 25 0 0 0 0What 26 0 0 0 0What 27 0 0 0 0What 28 0 0 0 0What 29 0 0 0 0What 30 0 0 0 0

Relative Importance 0 0 0 0 0 0 0

Cust. 1 Absolute Importance 0 0 0 0 0 0 0Cust. 2 Absolute Importance 0 0 0 0 0 0 0Cust. 3 Absolute Importance 0 0 0 0 0 0 0Cust. 4 Absolute Importance 0 0 0 0 0 0 0Absolute Importance Sum 0 0 0 0 0 0 0Absolute Sum Ranking 1 1 1 1 1 1 1

Current Value 9" 24oz 100' 4

How 1

How 2

How 3

How 4

How 5

How 6

How 7

How 8

Our Capabilities/ Techniques/ Approaches to Cust. Needs

High Impact Ctrl zMeduim Impack Ctrl xLow Impack Ctrl cClear Crtl v

0 0 0

0 0 00 0 00 0 00 0 00 0 01 1 1

How 7

How 8

How 9

How 10

Exercise Instructions

In this exercise we will be using an Excel Workbook that has been developed to create a Matrix Diagram. To use this spreadsheet fill in ONLY THE GREEN areas by doing the following:

1. Fill in the “What's” worksheet first with the Customer needs or the requirements. For each item you enter also enter an importance value (The larger the number the more important it is).2. Next fill in the “How's” Worksheet listing the processes or product characteristics that are used to meet the customer needs or requirements.3. Last fill in the matrix with the impact that the how has on each What (note there is a key on how to do this to the right of the matrix.a. High Impact (ctrl z)b. Medium Impact (ctrl x)c. Low Impact (ctrl c)d. No Impact (ctrl v)

Then look at the bottom to see what “how” is ranked the highest.

In this assignment we are dealing with a flashlight company that wants to increase customer satisfaction. The things that are important to our customer are the following in order of importance.1. Powerful Light2. Easy to Hold3. Easy on and off4. Waterproof

The characteristics that engineering felt impacted these needs are as follows:

1. Length2. Weight3. Number of feet of water pressure4. Number of switch positions

Put these into the Excel workbook and YOU assign the impact each How has on each What. Once you have completed the matrix weighting send it to you Master Black Belt for review.