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

How to get it done? However, a good guideline is to pursue a maximum of five levels of drill down from the business priority. How does my work relate to the customer requirements, and how do I know when I have fulfilled them?

Do we need to appoint one person just to pick up the call? Post collecting VoC data, they must have analyzed it systematically.

Back to Basics: Know the Drill

The drill-down tree could help relate the project Y with the business Y. Critical-to-quality CTQ trees, also called drill-down trees, help quality professionals translate broad customer needs into specific, actionable and measurable project metrics.

Then, the logistics head drilled down on seat cost, a measure of productivity for seats in an organization Online Figure 2. The business problem may be related to this performance requirement. Critical questions, at this stage, could be:. Identify quality drivers It is important to identify the specific dripl drivers that have to be in place to meet the needs that we identified in the previous step.


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Post analysis, they came up with critical customer requirements; which were voiced by the majority of their customers. The profitability of the north, northeast and east regions was calculated. Have a look at a CTQ example.

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 wire transfer process is divided into dodn subprocesses: It has been noted in the words of the customer CTQ Name: It has been noted in the words of the organization CTQ Measure: 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.

It helps Black Belts BB confirm xtq the problem they are trying to solve is aligned to customer and business priorities.

The infrastructure and logistics head determined he should focus on reducing infrastructure and logistics costs. CTQs answer this question: Note that it is very much necessary that we identify all of the drivers rrill are important to the customers.

Identify critical customer needs We first need to identify the critical needs that the product or service has to meet. The head of the infrastructure and logistics department used the CTQ tree to reduce infrastructure and logistics costs.


The northeast region was the least profitable Online Figure 3.

It means I want it anytime during the day. At a meeting, a CEO told his direct reports that his top goal for the year was cost reduction. Providing answers to these questions might end up in having a new CTQ. However; you can use them in a variety of situations, including when you are developing products, processes, and services for your internal customers.

The crq may need to look into the historical calls data, for drill 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.

Critical questions, at this stage, could be: That is the VoC. What is Critical to Quality Tree? It launches a project and identifies the metric in the next step.

How to read dwn CTQ tree? 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. The team drills down to international wire transfer as the problem.