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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Examples for QFD CTQ Drilldown tree – iSixSigma

However; you can use them in a variety of situations, including when you are developing products, processes, and services for your internal customers. Notice the order of the events that help to identify QTCs. These CTQs define the criteria to evaluate what good looks like i. Please remember, these are the factors that must be present for customers to think that you are delivering a high-quality product.

Post collecting VoC data, they rown have analyzed it systematically.

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How to identify CTQ parameters? The drill-down tree could help relate the project Y with the business Y. The team drills down to international wire transfer as the problem. The BB project metric is identified: It helps Black Belts BB confirm that the problem they are trying to solve is aligned to customer and business priorities. Note dpwn it is very much necessary that we identify all of the drivers that are important to the customers. How does my work relate to the customer requirements, and how do Free know when I have fulfilled them?


Have a look at a CTQ example. CTQ is a simple, yet powerful tool dowj translates customer needs into a Meaningful, Measurable, and Actionable metrics for people or group of people. The wire transfer process is divided into two subprocesses: Reduce the cycle time of international wire transfer from X minutes to Y minutes by June Online Figure 6.

The data has to speak the performance story.

Examples for QFD CTQ Drilldown tree

If it is not 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. 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.

This figure drilll what your CTQ tree would look like for one of the critical needs identified i. BBs must remember that there is no set rule governing the level to which they should drill down. Finally, we need to identify the minimum performance requirements that we must satisfy for each quality driverin order to actually provide a quality product.

Wire transfer, the low profitability process, vrill the focus of the BB project. Do we need to appoint one person just to pick up the call? Do we need to increase the number of people on board? 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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The examples presented in this article help illustrate this concept. It is a step-by- step process to identify CTQs for critical customer requirements.

Identify critical customer needs We first need to identify the critical needs that the product or service has to meet. The purpose here is to make you understand the topic. The infrastructure and logistics head determined trwe should focus on reducing infrastructure and logistics costs. This figure shows the CTQ identification process using a simple example.

The Six Sigma project needs to validate the non-performance towards answering the call on the 1st chq. At a leading American bank, the CEO identified profitability as the business priority. The drill-down tree can stop because a project metric was identified and a relationship between the project Y and business Y was established. It launches a project and identifies the metric in the next step.

How to read the CTQ tree? Post analysis, they came up with critical customer requirements; which were voiced by the majority of their customers.