How do you align your CTQs with your project scope and goals?

1 What is a CTQ tree?

A CTQ tree is a tool that helps you translate the voice of the customer (VOC) into measurable CTQs. It starts with a high-level customer requirement or need, and then breaks it down into more specific and quantifiable characteristics. For example, if your customer needs a fast and reliable delivery service, you can use a CTQ tree to identify the CTQs such as delivery time, accuracy, tracking, and feedback.

2 How to use a SIPOC diagram?

A SIPOC diagram is a high-level process map that shows the suppliers, inputs, process, outputs, and customers of your project. It helps you define the scope and boundaries of your project, and identify the key stakeholders and their requirements. By using a SIPOC diagram, you can align your CTQs with the outputs of your process, and ensure that they match the expectations of your customers.

3 How to use the Kano model?

The Kano model is a framework that classifies the customer requirements into three categories: basic, performance, and delighters. Basic requirements are the minimum expectations that the customer has, and if they are not met, the customer will be dissatisfied. Performance requirements are the features that the customer values and pays for, and the more you deliver, the more satisfied the customer will be. Delighters are the unexpected or innovative features that surprise and delight the customer, and create a competitive advantage. By using the Kano model, you can prioritize your CTQs based on their impact on customer satisfaction, and focus on the ones that create the most value.

4 How to validate your CTQs?

Once you have identified and prioritized your CTQs, you need to validate them with your customers and stakeholders. You can use various methods such as surveys, interviews, focus groups, or observation to collect feedback and data on your CTQs. You can also use tools such as the QFD matrix or the VOC matrix to compare your CTQs with your competitors' offerings, and identify the gaps and opportunities for improvement.

5 How to monitor and improve your CTQs?

After you have validated your CTQs, you need to monitor and improve them throughout your project. You can use tools such as control charts, dashboards, or scorecards to track the performance of your CTQs, and identify any deviations or trends. You can also use tools such as Pareto charts, fishbone diagrams, or root cause analysis to identify and eliminate the sources of variation or defects that affect your CTQs. Finally, you can use tools such as benchmarking, best practices, or innovation to continuously improve your CTQs and exceed your customer's expectations.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?