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Critical To Quality (CTQ) September 28, 2007

Posted by Coolguy in Six Sigma.
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CTQ focuses on key metrics of customer satisfaction. Success or failure of a product depends on the ability of a company to identify CTQ’s and translate them into product specifications. Typically used to baseline existing products.

Development of CTQ tree involves the following steps:

  1. Identify the customer E.g: Customer at fast food chain
  2. Identify Customers needs E.g: Customer is hungry and orders food
  3. Identify basic requirements of the customer E.g: Promptness of delivery, price, taste etc.
  4. Progress further with more levels as needed E.g: Taste should be good, Price economical etc.
  5. Validate the requirements with customer
  6. Translate needs into drivers for improvement
  7. Calculate measurable outcomes for improving product

CTQ Example

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Comments»

1. Design For Six Sigma (DFSS) « Patient Centric Healthcare - December 3, 2008

[…] is built around a couple of Six Sigma fundamentals such as the VOC (Voice of the Customer) and the CTQ (Critical to Quality) framework (example.  Understanding root cause of issues in your process allows you to start finding […]


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