How do you define and measure the critical to quality (CTQ) characteristics of your process?

Start by involving key stakeholders to identify what really matters. Use customer feedback methods and data analysis to set measurable goals. Continuously check these goals against standards to encourage a proactive focus on quality. This method not only helps set clear priorities but also encourages teams to innovate, making sure each improvement meets the highest customer standards. By developing a flexible system of key quality indicators, companies can turn quality into a powerful advantage that strongly resonates with all stakeholders.

CTQs (Critical to Quality Characteristics) are the specific attributes or parameters that directly impact customer satisfaction. They are the "voice of the customer" translated into measurable terms. For example, in a restaurant, CTQs for a pizza might include: taste, crust thickness, cheese amount, and delivery time. By focusing on these CTQs, a restaurant can ensure that their product consistently meets customer expectations.

To define and measure Critical to Quality (CTQ) characteristics, start by identifying key customer requirements through Voice of the Customer (VOC) data, translating these needs into measurable CTQ elements, and prioritizing them based on their impact on customer satisfaction. Once defined, establish specific metrics, set acceptable limits, and ensure reliable measurement systems are in place to track performance. Regularly collect and analyze data to monitor trends, perform root cause analysis for any deviations, and implement corrective actions to maintain or improve process quality, ensuring continuous alignment with customer expectations.

Identifying CTQs involves understanding what truly matters to customers. 1.Customer Feedback: Analyze surveys, reviews, and complaints to pinpoint areas of dissatisfaction. 2.Process Mapping: Identify steps impacting customer experience. 3.Data Analysis: Use metrics to determine factors affecting customer satisfaction. 4.Expert Input: Leverage knowledge from customer-facing employees. 5.Example: A smartphone manufacturer might identify CTQs as battery life, screen quality, camera performance, and speed.

To identify Critical to Quality (CTQ) elements, gather the Voice of the Customer (VOC) through surveys, interviews, and observations. Analyze the VOC using affinity diagrams, Kano models, or Quality Function Deployment (QFD) to translate customer needs into measurable CTQs. This ensures you focus on key quality aspects important to customers.

Me gusta en lo personal tener interacción directa con el cliente, por ejemplo: Sí el cliente esta bastante molesta e insulta incluso a la persona que esta logrando identificar los atributos o CTQ, esa información es bastante valiosa. Esos sentimientos, esas frustraciones, en los proyectos que he implementado de seis sigma, hacen ver , lo que no es tan visible en algunos momentos. Particularmente me gusta trabajar el modelo Kano. Es simple, con los atributos identificados del cliente se pregunta. ?Qué tan satisfecho estaría usted si el (atributo) esta presente en el producto o servicio? y luego contrapreguntar. ?Qué tan satisfechao estaría usted si el (atributo) NO esta presente en el producto o servicio?. Posteriormente se tabula y avanza.

Prioritize CTQs based on their impact on customer satisfaction, alignment with business goals, and feasibility for improvement, using tools like Pareto charts and criticality matrices.

Existen respuestas por parte de los clientes, que no se pueden desechar, por ejemplo: Hay respuestas que tan solo un cliente pudo ver en su opinión algo que es crítico para la calidad y otros clientes no. Pero esto no significa que sea irrelevante, de hecho puede ser el punto de partida para encontrar algo mucho más grande y que solo ese cliente fue capaz de observar y de manifestar. No necesariamente realizando un diagrama de pareto y midiendo impacto se define o prioriza el CTQ, tambien hay veces que lo identificado es absolutamente desconocido por la empresa y pudo ser observable por un cliente.

Quantify CTQs by setting target values and acceptable ranges using benchmarking, customer surveys, or historical data to determine USL and LSL. These values enable measurement of process performance and identify gaps between current and desired states

Measure CTQs using operational definitions, data collection plans, and MSA to ensure data validity and reliability. Employ statistical tools like control charts, histograms, and capability analysis to monitor process variation and capability relative to CTQs.

To enhance CTQs, employ data-driven analysis to identify root causes of issues. Utilize tools like fishbone diagrams, 5 whys, and brainstorming for root cause analysis. Implement solutions using FMEA, pilot testing, and DOE to optimize and evaluate effectiveness.