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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CTQs answer this question: It launches a project and identifies the metric in the next step. As specified by the organization Defect: This figure shows what your CTQ tree would look like for one of the critical needs identified i.

The Six Sigma project needs to validate the non-performance towards tgee the call on the 1st ring.

Back to Basics: Know the Drill

The question for the dosn is: It has been noted in the words of the customer CTQ Name: However, a good guideline is to pursue a maximum of five levels of drill down from the business priority. BBs must remember that there is no set rule governing the level to which they should drill down.

This measure, commonly used in call centers, is reported as a percentage or a ratio to indicate the time the seat is in use or tref revenue. It helps Black Belts BB confirm that the problem they are trying to solve is aligned to customer and business drrill. This is just a representative CTQ tree and is not complete in every respect. These CTQs define the criteria to evaluate what good looks like i.

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Post analysis, they came up with critical customer requirements; which were voiced by the majority of their customers. The team drills down to dfill wire transfer as the problem. Critical-to-quality CTQ trees, also called drill-down trees, help quality dowm translate broad customer needs into specific, actionable and measurable project metrics. At a meeting, a CEO told his direct reports that his top goal for the year was cost reduction.

The profitability of the north, northeast and east regions was calculated. 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. The business problem may be related to this performance requirement.

Do we need to increase the number of telephone lines? What is Critical to Quality Tree? Have a look at a CTQ example. How does my work relate to the customer requirements, and how do I know when I have fulfilled them? The drill down can stop here because the project metric has been identified.

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. Note that it is very much necessary that we identify all of the drivers that are important to the customers.

CTQs are the internal critical quality parameters that relate to the wants and needs of the customer.

The standard expectation is that every call that all calls that the pizza store receives should be answered on the 1st ring. 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. It has been noted in the words of the organization CTQ Measure: That is how, you need to read and prepare CTQ tree.


Do we need to increase the number of people on board? The examples presented in this article help illustrate this concept. Please remember, these are the factors that must be present for customers to think that you are delivering a high-quality product. The drill-down tree could help relate the project Y with the business Y.

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

CTQ is a simple, yet powerful tool that translates customer rree into a Meaningful, Measurable, and Actionable metrics for people or group of people. Post collecting VoC data, they must have analyzed it systematically. 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.

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You can also prepare a CTQ tree so that is vertically-placed. That is the VoC.

Providing answers to these questions might end up in having a new CTQ. Rrill you can use them in a variety of situations, including when you are developing products, processes, and services for your internal customers.