Definition

Critical To Quality Characteristic: A measurable characteristic of a process or product which expresses a key requirements of the customer - either internal or external. A CTQ characteristic should be determined through analysis of Voice of Customer (VOC) data to have a significant impact on customer satisfaction.

Examples

 

Application

Customer requirements can be derived from various sources, such as customer surveys, complaint/suggestion boards, warranty claims, focus groups and other forms of market research. A CTQ Tree Diagram can then be used to translate these general wants and needs into specific and measurable CTQCs.