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