Problem: House of Quality
House of Quality is a part of the quality function deployment process that utilizes a planning matrix to relate customer "wants" to "how" the firm is going to meet those "wants".
The idea is to capture a rich understanding of customer wants and to identify alternative process solutions.
Construct a house of quality matrix for a while-you-wait oil change service. Be sure to indicate specific customer wants that you think the general public desires. Then, complete the matrix to show how an operations manager might identify special attributes that can be measured and controlled to meet those customer desires.