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.

Author: Kehn Kegis
Country: Pakistan
Language: English (Spanish)
Genre: Relationship
Published (Last): 5 February 2009
Pages: 323
PDF File Size: 15.38 Mb
ePub File Size: 3.76 Mb
ISBN: 283-8-63224-931-8
Downloads: 75802
Price: Free* [*Free Regsitration Required]
Uploader: Faejind

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.

At a leading American bank, the CEO identified profitability as the business priority.

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. This figure doown the CTQ identification process using a simple example.

They also help establish a relationship between the customer priority and CTQ project parameters. However, a good guideline is to pursue a maximum of five levels of drill down from the business priority. Finally, we need to identify the minimum performance requirements that we must satisfy for each quality driverin order to actually provide a quality product.

This measure, commonly used in call centers, is reported as a percentage or a ratio to indicate the time the seat is in use or generating revenue. Do we need to increase the number of telephone lines? CTQs serve as a bridge between the internal process, its deliverables and customer satisfaction.

Examples for QFD CTQ Drilldown tree

BBs must remember that there is no set rule governing the level to which they should drill down. The question for the business is: Then, the logistics head drilled down on seat cost, a measure of productivity for seats in an organization Online Figure 2. Please make sure to do a CTQ Tree for every need that you identify. At a meeting, a CEO told his direct reports that his top goal for the year was cost reduction.


That is the VoC. The drill-down tree can stop because a project metric was identified and a relationship between the project Y and business Y was established. Wire transfer, the low profitability process, is the focus of the BB cq. As defined by the organization Unit: There are two ctw processes in the northeast region: How to get it done? It means I want it anytime during the day. The Driill project metric is identified: Post analysis, they came up with critical customer requirements; which were voiced by the majority of their customers.

The purpose here is to make you understand the topic. Customer says I need my pizza whenever I want. Identify critical customer needs We first need to identify the critical needs that the product or service has to dril.

The drill-down tree could help relate the project Y with the business Y.

Back to Basics: Know the Drill

All staff members know that the international wire transfer process is a major concern for the organization. How to read the CTQ tree? The northeast region was the least profitable Online Diwn 3. The Six Sigma project needs to validate the non-performance towards answering the call on the 1st ring.

We guarantee that Your Free Online Training will make you pass Your Six Sigma Certification Exam!

These CTQs define the criteria to evaluate what good looks like i. Do we need to increase the number of people on board? Note that it is very much necessary that we identify all of the drivers that are important to the customers.


The data has to speak the performance story. A relationship has been established between the project Y and business Y. However, by using a CTQ Tree, you can drill-down this general goal, identify specific and measurable requirements tres you can use to improve performance. CTQ trees were originally developed as a part of Six Sigma approach.

It helps Black Belts BB confirm that the problem they are trying to solve is aligned to customer and business priorities. This is just a representative CTQ tree and is not complete in every respect. How to identify CTQ parameters? The wire transfer process is divided into two subprocesses: Master of Project Academy delivered online courses to more than 50, participants in more than countries around the world.

Examples for QFD CTQ Drilldown tree – iSixSigma

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 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.

Mohit Sharma is assistant vice president at Genpact in Gurgaon, India. Dril has been noted in the words of the organization CTQ Measure: