You already know CTQ stands for Critical to Quality. CTQs are parameters that define in business words, the requirements of the customers. CTQs are very. I would be conducting a short training on the QFD & CTQ Drilldown tree for a non -sixsigma audience. I am searching for some interesting real. p>CTQ (Critical to Quality) Tree Definition/Purpose: Translates the voice of the customer s (VOC) language into a measurable Need. Drivers. CTQs.
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CTQ trees were originally developed as a part of Six Sigma approach. However; you can use them in a variety of situations, including when you are developing products, processes, and services for your internal customers. However, by using a CTQ Tree, you can drill-down this general goal, identify specific and measurable requirements that you can use to improve performance.
CTQs are the internal critical quality parameters that relate to the wants and needs of the customer. These CTQs define the criteria to evaluate what good looks like drll.
CTQ is a simple, yet powerful tool that translates customer needs into a Meaningful, Measurable, and Actionable metrics for people or group of people. CTQs answer this question: How does my work relate to the customer requirements, and how do I know when I have fulfilled them? CTQs serve as a bridge between the internal process, its deliverables and customer satisfaction. It is a step-by- step process to identify CTQs for critical customer requirements.
Notice the order of the events that help to tcq QTCs. We first need to drrill the critical needs that the product or service has to meet. Please make sure to do a CTQ Tree for every need that you identify.
Six Sigma Critical to Quality: 7 Steps to Produce CTQ Tree – Master of Project Academy Blog
If it is cta possible to directly ask customers about their needs, then the project team can brainstorm their needs with people who deal with customers directly — Sales people and Customer Service Representatives — as well as with your team. It is important to identify the specific quality drivers that have to be in place to meet the needs that we identified in the previous step.
Please remember, these are the factors that must be present for customers to think that you are delivering a high-quality product.
Note that it is very much necessary that we identify all of the drivers that are important to the customers. KANO model will help you identify product features that will delight your customers. Finally, we need to identify the minimum performance requirements that we must satisfy for each quality driverin order to actually provide a quality product.
Have a look at a CTQ example. Post collecting VoC data, they must have analyzed it systematically. Post analysis, they came up with critical customer requirements; which were voiced by the majority of their customers. This figure shows what your CTQ tree would look like for one of the critical needs identified i. You can also prepare a CTQ tree so that is vertically-placed. This is just a representative CTQ tree and is not complete in every respect.
The purpose here is to make you understand the topic. How do we read or comprehend the tree? Customer says I need my pizza whenever I want. It means I want it anytime during the day. That is the VoC. The standard expectation is that every call that all calls that the pizza store receives should be answered on the 1st ring.
The business problem may be related to this performance requirement. The Six Sigma project needs to validate the non-performance towards answering the call on the 1st ring. The team may need to look into the historical calls data, for the past six months, to check how many calls were actually made at each counter in the pizza store, how many calls actually rang but; were not picked up, how many calls were abandoned because they were not picked up in the first ring etc.
The data has to speak the performance story. The question for the business is: How to get it done?
Critical questions, at this stage, could be:. Providing answers to these questions might end up in having a new CTQ. That is how, you need to read and prepare CTQ tree.
Master of Project Academy delivered online courses to more than 50, participants in more than countries around the world. What is Critical to Quality Tree?
How to identify CTQ parameters?
Know the Drill
This figure shows the CTQ identification process using a simple example. It has been noted in the words of the customer CTQ Name: It has been noted in the words of the organization CTQ Measure: As identified by the organization CTQ Specification: As specified by the organization Defect: As defined by drill organization Unit: Identify critical customer needs We first need to identify the critical needs that the product or service has to meet.
Identify quality drivers It is important drkll identify the specific quality drivers that have to be in place to meet the needs that we identified in the previous step. Identify performance requirements Finally, we need to identify the minimum performance requirements that we must satisfy for cgq quality driverin order to actually provide a quality product.
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Before you begin with preparing a CTQ tree you have to: How to read the CTQ tree? Critical questions, at this stage, could be: Do we need to increase the number of people on board?
Do we need to increase the number of telephone lines? Do we need to appoint one person just to pick up the call?