CTQ Tree

CTQ is an acronym for “Critical-to-Quality,” a common concept that refers to a set of characteristics or essential components of a product or service that are critical to customer satisfaction. By achieving those essential characteristics, businesses can build a better reputation and ensure customer loyalty. The visual format of CTQ is the CTQ Tree diagram, which can help businesses clarify customer needs and expectations.

To further elaborate, the CTQ Tree is a visual diagram a company can use to understand the voice of the customer and integrate those parameters into processes in order to meet the needs and wants of the customer.

Critical Need > Quality Drivers > Performance Requirements

The CTQ diagram first starts with identifying what a customer’s needs. These needs are ones that a product or service will need to deliver for the customer to be happy and satisfied. One CTQ Tree should be completed for every need identified. Identifying these needs can often be done by compiling survey information from customers in order to prioritize needs.

This part of the CTQ diagram is then expanded by listing the corresponding quality drivers. Quality drivers are factors consumers will use to evaluate the quality of a product or service. These factors are necessary to meet the needs of customers. Using other Six Sigma tools, like the Kano model, can be extremely useful for this step.

The third step is to identify and list the minimum performance requirements that must be present to satisfy quality drivers, thus fulfilling the critical need and creating a quality product or service. Performance requirements are measurable and can be a variety of factors, including resources, technology in the workplace, training, etc.

After completing a CTQ Tree for every critical need identified, a list can be compiled of performance requirements that must be met to satisfy the customer’s critical needs. By implementing these requirements into the design or manufacturing process, you will fulfill the needs of consumers while offering a high-quality product or service.