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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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Do we need to appoint one person just to pick up the call?

The business problem may be related to this performance requirement. What is Critical to Quality Tree? However, a good guideline is to pursue a maximum of five levels of drill down from the business priority. There are two key processes in the northeast region: Dri,l identified by the organization CTQ Specification: The profitability of the north, northeast and east regions was calculated.

Critical-to-quality CTQ trees, also called drill-down trees, help quality professionals translate broad customer needs into specific, actionable and measurable project metrics. It launches a project and identifies the metric in the next step. The team drills down to international wire transfer as the problem. CTQ is dwon simple, yet powerful tool that translates customer needs into a Meaningful, Measurable, and Actionable metrics for people or group of people.


How do we read or comprehend the tree? Customer says I need my pizza whenever I want. This is just a representative CTQ tree and is not complete in every respect.

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The northeast region was the least profitable Online Figure 3. Then, the logistics head drilled down on seat cost, a measure of productivity for seats in an organization Online Figure 2. All staff members know that the international wire transfer dowwn is a major gree for the organization. Before you begin with preparing a CTQ tree you have to: Identify critical customer needs We first need to identify the critical needs that the product or service has to meet.

The data has to speak the performance story. Providing answers to these questions might end up in having a new CTQ. The wire transfer process is divided into trde subprocesses: 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 infrastructure and logistics head determined he should focus on reducing infrastructure and logistics costs.

That is how, you need to read and prepare CTQ tree. This dkwn shows the CTQ identification process using a simple example. Do we need to increase the number of people on board?

Examples for QFD CTQ Drilldown tree

It means I want it anytime during the day. The BB project metric is identified: How to get it done? It has been noted in the drjll of the customer CTQ Name: At a leading American bank, the CEO identified profitability as the business priority.


At a meeting, a CEO told his direct reports that his top goal for the year was cost reduction. Post analysis, they came up with critical customer donw which were voiced by the majority of their customers.

Examples for QFD CTQ Drilldown tree – iSixSigma

That is the VoC. Do we need to increase the number of telephone lines? 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.

As defined by the organization Unit: Critical questions, at this stage, could be: The drill down can stop here because tere project metric has been identified.

Critical questions, at this stage, could be:. Finally, we need to identify the minimum performance requirements that we must satisfy for each quality driver cts, in order to actually provide a quality product.

The head of the infrastructure and logistics department used the CTQ tree to reduce infrastructure and logistics costs.