From the course: Six Sigma Yellow Belt
Join today to access over 25,300 courses taught by industry experts.
Critical to quality (CTQ) tree
From the course: Six Sigma Yellow Belt
Critical to quality (CTQ) tree
- Now let's talk about critical to quality trees. To improve a process or fix defects, we first need to understand what our customers actually care about. That's where CTQs come in. These are the key characteristics that matter most to customers, and they're measurable. We get them from the voice of the customer. CTQs help us define what success looks like for a project. When we translate the voice of the customer into CTQs, we need to ask, what does the customer really want? Are there needs, must haves, or nice to haves? For example, clean silverware at a restaurant is a must have. You shouldn't have to ask for it. We also need to figure out how to measure these needs. If someone asks for a small shirt and gets a large, that's clearly a miss. So we define targets based on customer expectations and determine the acceptable performance range. This is called process capability. CTQs help us answer a few key questions. Does the customer care about this feature? Is it essential to the…
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.