Critical To Quality (CTQ) Tunde Balogun Nomaan Memon Mukund Thiyagarajan MGS 8760 November 28, 2007
Critical To Quality (CTQ)
Tunde BalogunNomaan MemonMukund Thiyagarajan
MGS 8760November 28, 2007
2
Agenda
• CTQ – Definition and Purpose• CTQ – Steps• Elements of CTQ• CTQ Templates (3 sample templates)• Comparison of Templates• Best in class
3
CTQ – Definition and Purpose (1/2)
DefinitionCTQs (Critical to Quality) are the key measurable
characteristics of a product or process whose performance standards or specification limits must be met in order to satisfy the customer.
PurposeThe purpose of Critical-To-Quality trees is to convert
customer needs/wants to measurable requirements for the business to implement.
4
CTQ – Definition and Purpose (2/2)
Summarizing
CTQ is– What a customer tells us they want from our product/service or
process output
– CTQs are rendered from the Voice of the Customers (VOCs)
– CTQs must be specific, measurable and actionable
5
CTQ - Steps
• Start with the Customer
• Define your Product/Service Defects
• Define your Product/Service Units
• Define your Product/Service Opportunities
6
Elements of CTQ
• Customer Quote: 'I consistently wait too long to speak to a representative.'
• CTQ Name: Responsiveness• CTQ Measure: Time on hold (seconds)• CTQ Specification: Less than 60 seconds from
call connection to the automated response system
• Defect: Calls with hold time equal and greater than 60 seconds (e.g. 100 calls)
• Unit: Call (e.g. 2000 calls)• Opportunity: 1 per call
7
CTQ Template 1
CTQ Key Issue
Specific CTQ (Customer Requirement) Target
Minimum (Lower Specification Limit)
Maximum (Upper Specification Limit)
Output (Measurements)
Process (Measurements)
Input (Measurements)
8
CTQ Template 2
NEED DRIVERS CTQs
Driver 1
Driver 2
Driver 3
General Specific
Hard to Measure Easy to Measure
CTQ 1
CTQ 2
CTQ 3
CTQ 4
CTQ 5
CTQ 6
CTQ 7
9
CTQ Template 3
10
Templates - Comparison
Template 1 Template 2 Template 3
Simplicity
Target
Drivers
VOC
VOB
Specifications/Measurements
11
Best in class Template
Customer Need CTQ 2
CTQ 3
Target
Target 1
Target 2
Sub Level CTQ
Target 1
Target 2
Sub Target
Sub Target
Sub Target
Sub Target
Sub Target
CTQ 1
12
Best in Class
• A pizza company wishes to add home delivery to its services in order to increase business.
• Surveys of current customers were taken in order to determine what would make them order the pizza company’s pizzas instead of a competitors, or instead of a different kind of food altogether. VOC.
• Summarized VOC reveals that when customers order-in pizza, they want – hot pizza – now– with my choice of toppings and crusts– at a reasonable cost
13
Populated Example: Best in Class Template
“Now”
Whenever I want pizza
Quick and easy to order
Delivered ASAP
Service Available 11am to 12pm
Answer on the 1st ring
Call Length < 45 sec
Minimum time from call to front door
Out the door time < 20 min
Delivery time <15 min
Queue time < 8min
Make time < 2 min
Bake time < 9 min
Package time < 1 min
Wait time = 0 min
14
Sources
• www.isissigma.com
• www.sei.cmu.edu
• www.anticlue.net
• www.army.mil/armyBTKC
15
??
Questions