CTQ Linkage
The CTQ linkage is a graphical depiction to show a clear link to the needs that are critical to quality from the perception of the customer. The chart begins with the most elementary needs and more levels are added as needed and exact metrics are not necessary at this time. The CTQ breaks down customer requirements into quantified requirements. This may include targets and upper and lower specification limits. The customer is also the company you work for. Including their requirements (ROI, cash, time schedule) is also important. Below is a very basic form of a CTQ Flowdown.
Objective: Solidify the connection between the metrics being targeted for improvement to achieving customer satisfaction by mapping them to the Voice of the Customer (VOC). The customer can also be the business and stakeholders. All of the inputs impact the process. The inputs of the process create an output, Y. The goal is to have "Y" linked to the needs and expectations of the customer. Customer needs are in the areas of cost, delivery quality, service, and more. The Voice of the Process (VOP) is described by the Process Output Variables (POV). The VOP is a function of all the inputs:
The causes are the x's. These inputs create a process output which the project strives to improve toward a target and reduce variation. These improvements must be directly linked to the critical needs of the customer. These needs are labeled as the those being Critical to Quality, however, this pertains to any type of customer need and specification. FOCUS ON the customer must-haves and needs before trying to implement delighter and surprise features or spending excess resources and money to achieve unnecessary levels of performance.
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