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 is a simple, yet powerful tool that translates customer needs into a Meaningful, Measurable, and Actionable metrics for people or group of people. 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 dowwn 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.

All staff members know that the international wire transfer process is a major concern for the organization. BBs must remember that there is no set rule governing the level to which they should drill down.

The business problem may be related to this performance requirement. These CTQs define the criteria to evaluate what good looks like i. It has been noted in the words of the organization CTQ Measure: A relationship has been established between the project Y and business Y.

However, a good guideline is to pursue a maximum of five levels of drill down from cqt business priority.

The drill down can stop here because the project metric has been identified. 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.


Back to Basics: Know the Drill

There are two key processes in the northeast region: The infrastructure and logistics head determined he should focus on reducing infrastructure and logistics costs. The data has to speak dri,l performance story. Please make sure to do a CTQ Tree for every need that you identify. The BB project metric is identified: As identified by the organization CTQ Specification: Do we need to increase the number of people on board?

Then, the logistics head drilled down on seat cost, a measure teee productivity for seats in an organization Online Figure 2. What is Critical to Quality Tree?

Examples for QFD CTQ Drilldown tree

This figure shows what drjll CTQ tree would look like for one of the critical needs identified i. The drill-down tree could help relate the project Y with the business Y. Do we need to appoint one person just to pick up the call? They also help establish a relationship between the customer priority and CTQ project parameters. This measure, commonly used in call centers, is reported treee a percentage or a ratio to indicate the time the seat is in use or generating revenue.

The profitability of the north, northeast and east regions was calculated.

Have a look at a CTQ example. Customer says I need my pizza whenever I want. 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 head of the infrastructure and logistics department used the CTQ tree to reduce infrastructure and logistics costs. It launches a project and identifies the metric in the next step. CTQ trees were originally developed as a part of Six Sigma approach.


Providing answers to these questions might end up in having a new CTQ. That is how, you need to read and prepare CTQ tree. As defined by the organization Unit: The examples presented in this article help illustrate this concept. 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 means I want it anytime during the day. Critical questions, at this stage, could be:.

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Reduce the cycle time of international wire transfer from X minutes to Y minutes by June Online Figure 6. It helps Black Belts BB confirm that the problem they are trying to solve is aligned to customer and business priorities.

That is the VoC. The Six Sigma project needs to validate the non-performance towards answering the call on the 1st ring. Mohit Sharma is assistant vice president xown Genpact in Gurgaon, India. At a meeting, a CEO told his direct reports that his top goal for the year was cost reduction. 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.