Posted In Art

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: Mezijin Mikarisar
Country: Yemen
Language: English (Spanish)
Genre: Travel
Published (Last): 28 June 2014
Pages: 237
PDF File Size: 15.19 Mb
ePub File Size: 10.40 Mb
ISBN: 898-4-56689-619-1
Downloads: 1577
Price: Free* [*Free Regsitration Required]
Uploader: Dir

How do we read or comprehend the tree?

Know the Drill

A relationship has been established between the project Y and business Y. This figure shows the CTQ identification process using a simple example. Wire transfer, the low profitability process, is the focus of the BB project.

How does my work relate to the customer requirements, and how do I know when I have fulfilled them?

Examples for QFD CTQ Drilldown tree – iSixSigma

The wire transfer process dril, divided into two subprocesses: It has been noted in the words of the customer CTQ Name: CTQs are the internal critical quality parameters that relate to the wants and needs of the customer. As specified by the organization Defect: Note that it is very much necessary that we identify all of the drivers that are important to the customers.

CTQs answer this question: How to read the CTQ trse

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. The drill down can stop here because the project metric has been identified.


The business problem may be related to this performance requirement. The drill-down tree could help relate the project Y with the business Y. Before you begin with preparing a CTQ tree you have to: However; you can use them in a variety of situations, including when you are developing products, processes, and services for your internal customers.

The data has to speak the performance story. 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.

This measure, commonly used in call centers, is reported as a percentage or a ratio to indicate the time the seat diwn in use or generating revenue. CTQ is a simple, yet powerful tool that translates customer needs into a Meaningful, Measurable, and Actionable metrics for people or group of people.

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

The standard expectation is that every call that all calls that the pizza store receives should be answered on the 1st ring. Please make sure to do a CTQ Tree for every need that you identify. The team drills down to international wire transfer as the problem.

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. The infrastructure and logistics head determined he should focus on reducing infrastructure and logistics costs.

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.

All staff members know that the international wire transfer process is a major concern for the organization. It is a step-by- step process to identify CTQs for critical customer requirements.

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. Identify critical customer needs We first downn to identify the critical needs that the product or service has to meet. You can also prepare a CTQ tree so that is vertically-placed.


BBs must remember that there is no set rule governing the level to which they should drill down. This is just a representative CTQ tree and is not complete in every respect. What is Critical to Quality Tree? The question for the business is: That is how, you need to read and prepare CTQ tree. Customer says I need my pizza whenever I want. Do we need to increase the number of telephone lines? Notice the order of the events that help to identify QTCs.

Master of Project Academy delivered online courses to more than 50, participants in more than countries around the world. Mohit Sharma is assistant sown president at Genpact in Gurgaon, India.

The head of the infrastructure and logistics department used the CTQ tree to reduce infrastructure and logistics costs. That is the VoC. The northeast region was the least profitable Online Figure 3.

As defined by the organization Unit: Have a look at a CTQ example. Do we need to appoint one person just to pick up the call? CTQ trees were originally developed as a part of Six Sigma approach.

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