What is VOC and CTQ?

What is VOC and CTQ?

After starting a project and gathering the voice of the customer (VOC), it is time to define the critical-to-quality outputs (CTQs). CTQs are the key measurable characteristics of a product or process whose performance standards or specification limits must be met in order to satisfy the customer.

How do you complete a Ctq tree?

There are three important steps to developing a CTQ tree:

  1. Identify critical needs. Do not base critical needs on your beliefs of what customers require: Ask the customers.
  2. Identify quality drivers.
  3. Identify performance requirements.
  4. Repeat!

What is the meaning of CTQ?

Critical to Quality Tree
A Critical to Quality Tree (also known as a CTQ Tree) is a Six Sigma tool used to identify the needs of the customer and translate that information into measurable product and process requirements.

Why understanding VOC is important?

Voice of Customer helps businesses hone their product or service into something that customers truly want and will continue to invest time and money into. Instead of just collecting data, VoC focuses on understanding it. Because if you know customers are having problems, it should be your goal to get to the root of it.

When should you stop branching out in a CTQ tree?


Term When should you stop branching out in a CTQ tree? Definition When you get to something you can actually measure
Term Error-proofing is a process improvement that will do what? Definition Prevent defects or detect errors Improve Safety Prevent machine damage Improve quality

What does Sipoc mean in lean?

A SIPOC (suppliers, inputs, process, outputs, customers) diagram is a visual tool for documenting a business process from beginning to end prior to implementation. SIPOC (pronounced sigh-pock) diagrams are also referred to as high level process maps because they do not contain much detail.

How do you calculate Ctq?

How to draw a CTQ Tree?

  1. Identify the voice of the customer.
  2. Understand the customer requirement parameters.
  3. Prioritize the parameters.
  4. Convert the customer requirements into CTQs that are measureable.

How do you calculate CTQ?

How are CTQ trees used in your business?

You use CTQ Trees by first identifying the critical needs of your customers. This is what your product or service must deliver for customers to be happy. For example, if you’re launching a new website, a need might be: “Must be accessible on a smartphone.” Then, for each need, you identify its quality drivers.

Which is the last step in The CTQ tree?

The last step is to confirm the requirements that the customers have set for the product and that those requirements can be met by the company or manufacturer. Again, open discussion is advised in order to get to a point where both the customer and the company are happy with the projected ideas and expectations.

How is a CTQ tree used in Lean Six Sigma?

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. Determining Critical-to-Quality customer requirements is a part of Lean Six Sigma training, which can be done through a Lean Six Sigma course.

What does a CTQ look like in a call center?

Based on this, a target for each of the CTQ will be set, which will act as a guideline for the team to perform, test and validate the product/process performance against customer requirements. For our above example of Call center for customer complaint resolution, the CTQ tree will look like this: Column 2 represents the VOC;

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