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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

General

Hard to measure

Specific

Easy to measure