CTQ

CTQ stands for Critical to Quality, a concept used in quality management and Six Sigma. It refers to product or process attributes that have a direct impact on the customer’s satisfaction and are therefore essential to meeting customer needs.

CTQs are derived from the Voice of the Customer (VOC). Teams translate broad customer requirements into specific, measurable characteristics. This translation is commonly organized in a CTQ tree that breaks high-level needs into quantifiable metrics, often covering aspects such as performance, reliability, service, and usability. Each CTQ metric is defined with a target value and an acceptable tolerance or specification.

Implementing CTQs involves establishing reliable measurement and data collection. CTQs guide project scoping and goal setting within the DMAIC (Define, Measure, Analyze, Improve, Control) framework, helping prioritize improvements by their impact on customer satisfaction and feasibility. They also link to process capability studies and control plans to sustain improvements.

Examples of CTQs include a product weight within a specified tolerance, a delivery lead time under a target duration, a defect rate below a threshold, or battery life meeting a minimum operating time. Qualitative CTQs can be scored or rated to support quantitative analysis.

Limitations include dependence on accurate VOC and the potential to overlook less tangible customer needs. Effective CTQ definitions require periodic review as customer requirements evolve, and they should be complemented by ongoing customer feedback and market data.