Process of Implementation of CTQ:

• CTQ is used to find out the quality features or characteristics, which are related to the
customer.

• It must be included while drawing a detailed flowchart of a business process.

• The flowchart developed by CTQ identifies problems as well as finds out their root causes.

• It also uses to create development in a process.

The critical to quality concept is an essential part of six sigma projects. CTQs are developed in
order to fulfill the needs of valuable customers. Customer satisfaction is a primary factor in the
development of CTQ parameters. Considering the cost, one may remain focused to customer
needs at the initial stage. The performance level of CTQ should be at such a level that it may
meet the requirement of the customer. They harmonize improvement or design efforts in tune
with customer requirements.

CTQs (Critical to Quality) analyze the characteristics of the service or product that are termed by
both the internal and external customer. They may include the upper and lower specification
limits or any other factors related to the product or service. According to the interpretation of a
valued customer, a perfect CTQ analysis is an actionable and qualitative business specification
methodology.

Steps to Find Critical to Quality:

• Critical to quality is implemented when the quality of output is affected.

• It is applicable where an input determines what happens next in the process.

• It is usually applied for measuring whether inputs or outputs are meeting needs.

• It is recommended to create a critical to quality tree in order to describe the requirements of a

customer in particular manner.

Steps to Implement and also create a CTQ Tree:

• Determine the Basic Requirement of the Customer: Initially, the sigma team finds out the basic
requirement of the customers for the service or the given product. Generally, this basic
requirement is pointed out in the comprehensive terms in order to accomplish the requirement of
the customer.

• Identify the First level of Requirements of Customers: Secondly, the sigma team finds out two
or three requirements that can solve the basic customer’s need mentioned in the initial stage of
the critical to quality tree. This ensures that the phones are responded instantly by the
professionals.

• Identify the Customer’s Second Tier of Requirements: Thirdly, again the sigma team finds out
three or two requirements which can solve the basic customer’s need mentioned in the second
stage of the critical to quality tree. This ensures that the professionals are available round-
theclock to respond to the queries of the customers.

• Bring to an end when the Quantifiable Requirements Reaches the limit: The fourth step is
implemented when the team arrives at the requirement which can easily be measured.

• Confirm Final Requirements with the Customers: The last step is applicable when all the needs
on the Critical to Quality tree reach a standard level after due confirmation with the customer.