Critical To Quality (CTQ)

Priority
No.
Customer
Or
Stakeholder
VOC
(What they want
today and in the
future) Ranked
How Satisfied?
(5 = worst,
1 = best)
Today
CTQs
(Measurable versions of
what they want) Ranked
1
Employee
1 Able to work day
one
2 Easy/Seamless
3 Receive confirm.
1 - 4
2 - 4
3 4
1 - # times appt. eff. date
before access date
2 - # of forms/touches for
process
3 - % of employees
receiving confirmation of
access change
2
Receiving
Dept/Division
1 Able to work day
one
2 Easy/Seamless
3 Receive confirm
1 - 3
2 - 4
3 4
1 - # times appt. eff. date
before access date
2 - # of forms/touches for
process
3 - % of employees
receiving confirmation of
access change
3
Sending
Dept/Division
1 Easy/Seamless
2 Receive confirm

1 - 3
2 - 4

1 - # of forms/touches for
process
2 - % of employees
receiving confirmation of
access change

4
Owners of
Accessed
Systems
1 Info flows between
all parties
2 Limited rework

1 - 3
2 - 3

1 - # of times need to ask
for more information


5 1 All Dept.
Authorizations timely
1 - 3 1 - # of times need to ask for
more information Security
2 - 2
2 Security staff
intertwined
2 Time delay between
security staff handoffs