June 13, 2019 posted by

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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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.

It helps Black Belts BB confirm that the problem they are trying to solve is aligned to customer and business priorities. Master of Project Academy delivered online courses to more than 50, participants in more than countries around the world.

The examples presented in this article help illustrate this concept. The team drills down to international wire transfer as the problem. However, a good guideline is to pursue a maximum of five levels of drill down from the business priority.

It launches a project and identifies the metric in the next step. The drill-down tree can stop because a project metric was identified and a relationship between the project Y and business Y was established.

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. It is a step-by- step process to identify CTQs for critical customer requirements. The business problem may be related to this performance requirement. How does my work relate to the customer requirements, and how do I know when I have fulfilled them?

Back to Basics: Know the Drill

CTQ is a simple, yet powerful tool that translates customer needs into a Meaningful, Measurable, and Actionable metrics for people or group of people. Mohit Sharma is assistant vice president at Genpact in Gurgaon, India. The drill down can stop here because the project metric has been identified. 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. Then, the logistics head drilled down on seat cost, a measure of productivity for seats in an organization Online Figure 2.


Notice the order of the events that help to identify QTCs. How to sown the CTQ tree? The profitability of the north, northeast and east regions was calculated. Note that it is very much necessary that we identify all of the drivers that are important to the customers. The wire transfer process is divided into two subprocesses: Do we need to increase the number of telephone lines?

How do we read or comprehend the tree? That is how, you need to read and prepare CTQ tree. As identified by the organization CTQ Specification: Critical questions, at this stage, could be:.

dwon These CTQs define the criteria to evaluate what good looks like i. Critical questions, at this stage, could be: 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. Dill 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.

Six Sigma Critical to Quality: 7 Steps to Produce CTQ Tree – Master of Project Academy Blog

Post analysis, they came up with critical customer requirements; which trree voiced by the majority of their customers. The infrastructure and logistics head determined he should focus on reducing infrastructure and logistics costs. This is just a representative CTQ tree and is not complete in every respect. They also help establish a relationship between the customer priority and CTQ project parameters. The question for the business is: The head of the infrastructure and logistics department used the CTQ tree to reduce infrastructure and logistics costs.


Before you begin with preparing doqn CTQ tree you have to: CTQ trees were originally developed as a part of Six Sigma approach.

It has been noted in the words of the customer CTQ Name: 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.

The drill-down tree could help relate the project Y with the business Y. That is the VoC. Finally, we need to identify the minimum performance requirements that we must satisfy for each quality driverin order to actually provide a quality product.

Identify critical customer needs We first need to identify the critical needs that the product or service has to meet. The standard expectation is that every call that all calls that the pizza store receives should be answered on the 1st ring. Post collecting VoC data, they must have analyzed it systematically. Wire transfer, the low profitability process, is the focus of the BB project. The BB project metric is identified: 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.

We first need to identify the critical needs that the product or service has to meet.

Examples for QFD CTQ Drilldown tree

How to identify CTQ parameters? Have teee look at a CTQ example. As specified by the organization Defect: Please make sure to do a CTQ Tree for every need that you identify.