In our sixth article, we delved into the Voice Of Customer (VOC). Now let’s delve into the Critical To Quality (CTQ). Always keep in mind that Six Sigma's primary goal is to adopt a proactive approach, as opposed to a reactive one, by developing processes that yield fewer or ideally no defects.
Critical To Quality (CTQ):
CTQ represents the pivotal measurable attribute of a product or process, where adherence to performance standards or specification limits is essential to meet customer satisfaction. Essentially, CTQ summarizes the customer requirements for a given product or service.
In simpler terms, if the 'Y' is measured with a focus on customer requirements, it is designated as CTQ (Critical To Quality), while the 'Xs' are referred to as CTPs (Critical To Processes).
In summary, CTQ denotes the critical output or the 'Y,' and CTPs represent the key inputs or the 'Xs' in the overall process.
The CTQ or “Y” should always be:
• Be important to the Customer
• Have an acceptable defect definition
• Have an acceptance range
• Have a Target
• Be Measurable
So to address the Y, should we focus on Y or X’s?
The optimal approach is to consistently concentrate on the 'X's to effectively address the 'Y.' For instance, in a project aimed at reducing AHT (Y), attention should be directed towards aspects such as the type of calls, agents' skill set, hold time, mute time, and other relevant 'X's. CTQs serve as the crucial link connecting the process output to customer satisfaction, emphasizing the importance of understanding and refining the key inputs to achieve the desired quality in the critical output.
How to define CTQ’s from VOC’s:
Stay tuned for more on the Define Phase.
We encourage you to like and share your thoughts in the comments section; we value every comment and will respond as necessary.