For MEERAB NAEEM

CTQ (Critical to Quality) Tree

Definition/Purpose: Translates the voice of the customer’s (VOC) language into a measurable specification so you can tell whether or not the CTQ has been met. Used in Define phase.

Instructions: To use as a template, please save a copy by clicking on the save icon. Use the blank tree diagram to translate a customer need from your project to a CTQ requirement. For each need, determine what that would mean to the customer. The answer becomes a driver toward the CTQ. Keep asking the same question - ‘what would that mean’ – until you reach a point where it would be absurd to continue. That is the CTQ.

Example:

· “Good service” means “knowledgeable representatives”

· “Knowledgeable representatives” means the answers they give are correct

· It would be absurd to ask what “correct answers” mean, so stop at “correct answers” as a CTQ

Need	Drivers	CTQs
		Prioritizing quality health care
		Cutting wait times to less than 10 minutes	Establishing standard processes and procedures
			Cerate a new streamlined booking system
Providing quality health standards while minimizing with times for medical services resulting in increased revenue
			Customer retention
		Good Relations between practitioner and clients	Customer Satisfaction
			Training staff
			Focus plan for practitioner
		Routine visits reduced to no more then 30 minutes	Staff check sheet for client check ins

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General

Hard to measure

Specific

Easy to measure