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 increase the number of people on board? Before you begin with preparing a CTQ tree you have to: The infrastructure and logistics head determined he should focus on reducing infrastructure and logistics costs.

This is just a representative CTQ tree and is not complete in every respect. Identify performance requirements Finally, we need to identify the minimum performance requirements that we must trse for each quality driverin order to actually provide a quality product. It means I want it anytime during the day.

Know the Drill

The data has to speak the performance story. Please remember, these are the factors that must be present for customers to think that you are delivering a high-quality product. The question for the business is: The examples presented in this article help illustrate tdee concept. Do we need to increase the number of telephone lines?

It has been noted in the words of the organization CTQ Measure: As identified by the organization CTQ Specification: 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. A relationship has been established between the project Y and business Y. Reduce dirll cycle time of international wire transfer from X minutes to Y minutes by June Online Figure 6.


BBs must remember that there is no set rule governing the level to which they should drill down. CTQs answer this question: This measure, commonly used in call centers, is reported gree a percentage or a ratio to indicate the time the seat is in use or generating revenue. The profitability of the north, northeast and east regions was calculated.

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. Do we need to appoint one person just to pick up the call? KANO model will help you identify product features that will delight your customers. Identify critical customer needs We first need to identify the critical needs that the product or service has to meet. Mohit Sharma is assistant vice president at Genpact in Gurgaon, India.

How to read the CTQ tree? The team drills down to international wire transfer as the problem. How do we read or comprehend the tree?

These CTQs define the criteria to evaluate what good looks like i. This figure shows the CTQ identification process using a simple example. The northeast region was the least profitable Online Figure 3. However, a good guideline is to pursue a maximum cgq five levels of drill down from the business priority.

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

How to identify CTQ parameters? That is the VoC.

It is a step-by- step process to identify CTQs for critical customer 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. This figure shows downn your CTQ tree would look like for one of the critical needs identified i.


The head of the infrastructure and logistics department used the CTQ tree to reduce infrastructure and logistics costs. The drill down can stop here because the project metric has been identified. The wire transfer process is divided into two subprocesses: It has been noted in the words of the customer CTQ Name: Critical-to-quality CTQ trees, also called drill-down trees, help quality professionals translate broad customer needs into specific, actionable and measurable project metrics.

Wire transfer, the low ddown process, is the focus of the BB project.

Six Sigma DMAIC Process – Define Phase – CTQ Drilldown Tree – International Six Sigma Institute

Please make sure to do a CTQ Tree for every need that you identify. The purpose here is to make you understand the topic. The BB project metric is identified: That is how, you need to read and prepare CTQ tree. Have drill look at a CTQ example. Critical questions, at this stage, could be:.

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. As specified by the organization Defect: It launches a project and identifies the metric in the next step.

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