Ctq là gì

The kitchen manager looks over the menu of equipment that will be needed for the new kitchen to lớn be mix up. The manager then tells the owner, “Well, I know that some of this equipment will be needed regardless of what you are serving to your customers, but the rest will definitely be impacted by your decisions as to your menu, and the màn chơi of unique you are trying to lớn establish.” 

The kitchen manager continues his questions, asking: Do you see speed as a prime requirement? Quality of ingredients & method of preparation will also impact the required equipment menu. Also, the breath of your thực đơn will impact the different types of equipment & quantity of equipment we need khổng lồ install. 

So, what are you trying lớn set up here with your new restaurant? What requirements will be critical khổng lồ quality?

An overview: What is critical khổng lồ quality?

Critical to unique, also known by the acronym CTQ, are the key attributes of a product or service that your customers have defined as being important. These measurable characteristics are what helps us understvà what steps in our process are value-added, as these critical khổng lồ chất lượng characteristics help define the value.

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To understand value-added & non-value added, we must first underst& what the customer values, so we need to lớn identify và prioritize who our customers are, and collect the VOC, or voice of the customer data. Using this data, we then determine the list of CTQ requirements.


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A common tool used to prioritize a specific requirement is called a CTQ tree. This tool helps take customer requirements, which often start off broad, and turn them into performance requirements that can be measured.

In the example of kitchen equipment, the menu the owner is trying khổng lồ establish, as well as the level of chất lượng of the food, will directly impact the kitchen equipment required. So, if this was a fine dining establishment that served crème brule, the kitchen would require a brulee torch for the hardening of the top of the dish. If the restaurant is a burger joint, a brulee torch would likely be useless. 

The kitchen manager must understand the customer needs before setting up a kitchen that can meet those needs. Maybe they are making hundreds of crème brulee a day, for delivery lớn local shops, so a traditional crème brulee torch would not be practical, và some automatic machine that can harden the tops of thousands of crème brulee a day is required. 

All the characteristics from the customer are needed khổng lồ establish what is critical to lớn quality.

A CTQ for the making of the crème brulee might look lượt thích the example below:

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The CTQ tree helps take the initial customer desires và turn them into measurable deliverables.

3 benefits of attending khổng lồ CTQ

Before you feel tempted lớn shrug off this step, deeming it unnecessary, consider a few key ways it can benefit you to lớn consider what is critical to chất lượng.

Making it possible to lớn underst& và meet your customer’s needs

If you don’t know the characteristics that biến hóa your customer’s products or services, how can you be expected lớn make your customer happy on a regular basis? Knowing the CTQ information makes it possible to understvà value, eliminate non-value-added activities, & satisfy your customer.

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Less rework

When you do not underst& the CTQ, you are bound to lớn fail to lớn meet your customers’ requirements, & thus your process will require rework. When you’ve established the metrics using your CTQ trees, you can spot your unique errors sooner, decreasing the cost of rework.

Saves time

Less rework also means less time spent performing the rework và less time trying spent apologizing khổng lồ the customer regarding errors.

3 CTQ best practices

Collect as much data regarding the CTQ as possible. It’s easy khổng lồ overlook key customer requirements.Ask the customer the same questions, but in different ways. You will often find that a reworded question will get you a slightly different response that may shed additional light on a hidden requirement.Remember to lớn use your CTQ trees to help you develop your metrics. Quality is maintained through the metrics you mix up, both for verifying that customer demands are being met & for identifying errors as soon as possible.

Frequently Asked Questions (FAQ) about CTQ

How deep bởi I need khổng lồ dive when doing the CTQ tree?

Usually, the deeper the better, as the customer will not always understand what they are asking for until they realize they forgot to ask for an important feature. 

Going baông chồng to the example CTQ tree, the requirement on the mechanical lowering of the beater blades inkhổng lồ the mixing bowl did not state how far inkhổng lồ the bowls the beaters have to lớn descend. If the beaters only lower two inches into lớn the bowl, they may not phối the custard well enough. Going back & asking for a measurement would be advisable. Other requirements, such as how “oval” does the oval dishes need lớn be, may not be a critical factor. 


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How bởi I tell a key CTQ characteristic from a lesser important CTQ characteristic?

It can be a challenge khổng lồ separate a nice-to-have feature from a critical necessary characteristic. It can be helpful khổng lồ use your information from the VOC, or Voice of the Customer, khổng lồ help determine criticality for each element.

Are there any other tools that can assist with setting up CTQ?

One tool worth considering is the chất lượng function deployment (QFD) tool. This is a methodology that assists with transferring information from the VOC & transforming it inkhổng lồ CTQ, including assigning priority actions required khổng lồ meet key attributes.

Critical to lớn chất lượng is necessary lớn meet customer expectations

Critical to lớn unique describes the key characteristics needed to lớn meet customer demands. These should be measurable factors, developed from the Voice of the Customer exercises. It is important to collect as much data as possible from the customer, then transform that data inkhổng lồ key deliverables. 

By measuring the key metrics, you can be sure to lớn spot errors earlier in the process và make your customer happy by meeting their expectations.


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