- 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.
