Critical Quality

Intro

Critical to quality (CTQ) defines measurable characteristics that must meet performance limits to satisfy customers. It matters because CTQs align design and improvement with customer needs.

Key points:

• Translates spoken needs into quantified specifications.
• Guides prioritization of improvements.
• Common use cases: defect rates (BPM), response time (Apps), data accuracy thresholds, uptime targets (Tech).
• Pitfall: vague CTQs that cannot be measured or verified.

Examples:

• Order accuracy ≥ 99.5% with clear measurement rules.
• Customer support first‑response time ≤ 2 hours.
• Data match rate ≥ 98% for key entities.

In practice:

Derive CTQs from voice‑of‑customer inputs and validate with operational metrics and owners.

Related terms: voice-of-the-customer; kpi; six-sigma

FAQs:

Q: How are CTQs identified?
A: Through customer input and translation into measurable specs.

Q: Can CTQs change over time?
A: Yes; review as customer expectations evolve.

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