Translating VOC into CTQ’s

• VOC needs to be quantified, converted into metrics that can be measured;
• Critical To Quality (CTQ) Metrics are the measurable elements of a product or service the defines customer satisfaction;
• CTQ Metrics allow us to:
  • Avoid misinterpretation of the VOC;
  • Identify key metrics;
  • Understand the gap between the current and desired state;
  • Validate the impact of improvement actions.

The CTQ tree

• “Critical To Quality” Tree/Flow down:
  • A CTQ Tree is a tool that translates needs considered vital by the customer into product and service characteristics, and links these characteristics to organizational processes.

• Generally VOC is:
  • Not measurable;
  • Complex;
  • Not specific.
• CTQ’s are:
  • Measurable;
  • Simple;
  • Specific.
• Converting the VOC into measurable CT Q’s is a key step in the improvement journey.