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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What is Critical to Quality Tree? Before you begin with preparing a CTQ tree you have to: Identify performance requirements Finally, we need to identify the minimum performance requirements that we must satisfy for each quality driverin order to actually provide a quality product.

Providing answers to these questions might end up in having a new CTQ. 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.

How to identify CTQ parameters? The data has to speak the performance story. The team drills down to international wire transfer as the problem. It launches a project and identifies the metric in the next step. However, a good guideline is to pursue a maximum of five levels of drill down from the business priority. How does my work relate to the customer requirements, and how do I know when I have fulfilled them?

This figure shows what your CTQ tree would look like for one of the critical needs identified i. Critical questions, at this stage, could be:. It has been noted in the words of the customer CTQ Name: The question for the business is: It has been noted in the words of the organization CTQ Measure: At a meeting, a CEO told his direct reports that his top goal for the year was cost reduction.


The northeast region was the least profitable Online Figure 3. Identify critical customer needs We first need to identify the critical needs that the product or fown has to meet. CTQ trees were originally developed as a part of Six Sigma approach. As specified by the organization Defect: The wire transfer process is divided into two subprocesses: These CTQs define the criteria to evaluate what good looks like i.

Six Sigma DMAIC Process – Define Phase – CTQ Drilldown Tree – International Six Sigma Institute

The Six Sigma project needs to validate the non-performance towards answering the call on the 1st ring. The BB project metric is identified: Notice the order of the events that help to identify QTCs.

That is how, you need to read and prepare CTQ tree. How do we read or comprehend the tree? This figure shows the CTQ identification process using a simple example. Mohit Sharma is assistant vice president at Genpact in Gurgaon, India. The drill-down tree can stop because a project metric was identified and a relationship between the project Y and business Y was established.

The standard expectation is that every call that all calls that the pizza store receives should be answered on the 1st ring.

As defined by the organization Unit: However; you can use them in cyq variety of situations, including when you are developing products, processes, and services for your internal customers. Wire transfer, the low profitability process, is the focus of the BB project. KANO model will help you identify product features that will delight your customers. Total organizational costs could be affected by salaries and benefits of employees, IT and telecommute expenses, infrastructure and logistics expenses, travel and living expenses and depreciation Figure 1.


CTQs answer this question: Do we need to appoint one person just to pick up the call? Do we need to increase the number of telephone lines? This measure, commonly used in call centers, is reported as cown percentage or a ratio to indicate the time the seat is in use or generating revenue.

How to get it done? The infrastructure and logistics head determined he should focus on reducing infrastructure and logistics costs.

Examples for QFD CTQ Drilldown tree

Customer says I need my pizza whenever I want. Post collecting VoC data, they must have analyzed it systematically. As identified by the organization CTQ Specification: That is the VoC.

It helps Black Belts BB confirm that the problem they are trying to solve is aligned to customer and business priorities. They also help establish a relationship between the customer priority and CTQ project parameters. Identify quality drivers 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. Dtq analysis, they came up with critical customer requirements; which were voiced by the majority of their customers.

The business problem may be related to this performance requirement.

CTQs serve as a bridge between the internal process, its deliverables and customer satisfaction. At a leading American bank, the CEO identified profitability as the business priority. CTQ is a simple, yet powerful tool that translates customer needs into a Meaningful, Measurable, and Actionable metrics for people or group of people.

Then, the logistics head drilled down on seat cost, a measure of productivity for seats in an organization Online Figure 2.