O'PEEP'S CRITICAL TO QUALITY EXPLANATION
Have you ever bought a piece of furniture at IKEA? And saved money because you were doing the assembly of it at home? Well, “Ease of assembly” is a typical Critical To Quality requirement for IKEA purchases. How would you measure this for a new chair? A good metric could be: The time it takes a non-carpenter from unpacking the box until sitting on it. Attention: “Hex key supplied” (yes, this tool with six edges) is a potential solution but not a CTQ!
CTQ is a metric that reflects what the customer wants in a way that can be measured objectively.
POINTS TO REMEMBER ABOUT CTQ
TYPICAL SITUATIONS FOR USING CTQs:
COMMON CTQ APPROACH SEQUENCE
THE BELOW PICTURES VISUALIZE THE SEQUENCE OF ACTIVITIES.
1&2. Identify your customers and gather all the necesary data
3. Transform statements of the customer into measurable CTQs
4. Categorize and prioritize CTQ‘s
5. Set specification limits
Learn more about CTQs and Voice of Customer in our eLearning or join one of our Green Belt or Black Belt Courses to become a certified Improvement Leader