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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Do we need to appoint one dirll just to pick up the call? 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. Note that it is very much necessary that we identify all of the drivers that are important dril the customers. That is how, you need to read and prepare CTQ tree. BBs must remember that there is no set rule governing the level to which they should drill down.

Back to Basics: Know the Drill

This measure, tdee used in call centers, is reported as a percentage or a ratio to indicate the time the seat is in use or generating revenue. How to identify CTQ parameters? Do we need to increase the number of telephone lines? 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. They also help establish a relationship between the customer priority and CTQ project parameters.

As identified by the organization Trre Specification: This figure shows the CTQ identification process using a simple example.

Before you begin with preparing a CTQ tree you have to: Please make sure to do a CTQ Tree for every need that you identify. It helps Black Belts BB confirm that the problem they are trying to solve is aligned to customer and business priorities. At a leading American bank, the CEO identified profitability as the business priority.


Post collecting VoC data, they must have analyzed it systematically. At a meeting, a CEO told his direct reports that his top goal for the year was cost reduction. CTQs answer this question: It means I want it anytime during the day. Reduce the cycle time of international wire transfer from X minutes to Y minutes by June Online Figure 6.

Critical-to-quality CTQ trees, also called drill-down trees, help quality professionals translate broad customer needs into specific, actionable and measurable project metrics. This is just a representative Drikl tree and is not complete in every respect.

The BB project metric is identified: CTQs are the internal critical quality parameters that relate to the wants and needs of the customer. Post analysis, they came up with critical customer requirements; which were voiced by the majority of their customers.

Providing answers to these questions might end up in having a new CTQ. A relationship has been established between the project Y and business Y. This figure shows what your CTQ tree would look like for one of the critical needs identified i. As specified by the organization Defect: Master of Project Academy delivered online courses to more than 50, participants in more than countries around the world.

It has been noted in the words of the organization CTQ Measure: Identify critical customer needs We first need to identify the critical needs that the product or service has to meet. The team drills down to international wire transfer as the problem. How do we read or comprehend the tree? The purpose here is to make you understand the topic.

Know the Drill

The examples presented in this article help illustrate this concept. The team may need to look into the historical calls data, for the past six months, to check how many xown 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.


Notice the order of the events that help to identify QTCs. The head of the infrastructure and logistics department used the CTQ tree to reduce infrastructure and erill costs. 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 needs into a Meaningful, Measurable, and Actionable metrics for people or group of people.

The question for the business is: Finally, we need to identify the minimum performance requirements that we must satisfy for each quality driverin order to actually provide a quality product.

Mohit Sharma is assistant vice president at Genpact in Gurgaon, India. It is a step-by- step process to identify CTQs for critical customer requirements.

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The drill-down tree can stop because a project metric was identified and a relationship between the project Y and business Y was established. Critical questions, at this stage, could be:. How does my work relate to the customer requirements, and how do I know when I have fulfilled them? 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 yree a CTQ Tree, you can drill-down this general goal, identify specific and measurable requirements that you can use to improve performance. How to get it done?