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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BBs must remember that there is no set rule governing the level to which they should drill down.

The standard expectation is that every call that all calls that the pizza store receives should be answered on the 1st ring. 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 northeast region was the least profitable Online Figure 3. A relationship has been established between the project Y and business Y. All staff members know that the international wire transfer process is a major concern for the organization. The purpose here is to make you understand the topic. This figure shows what your CTQ tree would look like for one of the critical needs identified i.

As specified by the organization Defect: Total organizational costs could be affected by salaries and benefits of employees, IT and telecommute expenses, infrastructure and logistics expenses, travel trre living expenses and depreciation Figure 1. 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.

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This is just a representative Trer tree and is not complete in every respect. CTQs are the internal critical quality parameters that relate to the wants and needs of the customer. 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 requirements; which were voiced by the majority of their customers. How to read the CTQ tree?


However; you can use them in a variety of situations, including when you are developing products, processes, and services for your internal customers. 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 ddrill, how crill calls were abandoned because they were not picked up in the first ring etc.

What is Critical to Quality Tree? It launches a project and identifies the metric in the next step. They also help establish a relationship between the customer priority and CTQ project parameters. The drill-down tree could help relate the project Y with the business Y. At a leading American bank, the CEO identified profitability as the business priority. The business problem may be related to this performance requirement. That is how, you need to read diwn prepare CTQ tree.

Know the Drill

Do we need to appoint one person just to pick up the call? As defined by the organization Unit: 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.

Customer says I need my pizza whenever I want. Master of Project Academy delivered online courses to more than 50, participants in more than countries around the world. This measure, commonly used in call centers, is reported as a percentage or a ratio to indicate the time the seat is in doen or generating revenue.


The BB project metric is identified: Critical-to-quality CTQ trees, also called drill-down trees, help quality professionals translate broad customer needs into specific, actionable and cctq project metrics.

Examples for QFD CTQ Drilldown tree – iSixSigma

The examples presented in this article help illustrate this concept. How to get it done? The wire transfer process is divided dril two subprocesses: This figure shows the CTQ identification process using a simple example.

The profitability of the north, northeast and east regions was calculated. If 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.

Notice the order of the events that help to identify QTCs.

The infrastructure and logistics head determined he should focus on reducing infrastructure and logistics costs. The drill down can stop here because the project tcq has been identified. However, a good guideline is to pursue a maximum of five levels of drill down from the business priority. You can also prepare a CTQ tree so that is vertically-placed. Wire transfer, the low profitability process, is the focus of the BB project. 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.

How to identify CTQ parameters? Reduce the cycle time of international wire transfer from X minutes to Y minutes by June Online Figure 6.