CRITICAL TO QUALITY LÀ GÌ
The kitchen manager looks over the menu of equipment that will be needed for the new kitchen lớn be set up. The manager then tells the owner, “Well, I know that some of this equipment will be needed regardless of what you are serving lớn your customers, but the rest will definitely be impacted by your decisions as khổng lồ your thực đơn, and the level of quality you are trying lớn establish.”
The kitchen manager continues his questions, asking: Do you see tốc độ as a prime requirement? Quality of ingredients and method of preparation will also impact the required equipment danh mục. Also, the breath of your thực đơn will impact the different types of equipment và quantity of equipment we need lớn install.
So, what are you trying lớn set up here with your new restaurant? What requirements will be critical to quality?
An overview: What is critical to quality?
Critical lớn unique, also known by the acronym CTQ, are the key attributes of a product or service that your customers have sầu defined as being important. These measurable characteristics are what helps us understand what steps in our process are value-added, as these critical to lớn chất lượng characteristics help define the value.
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To understand value-added và non-value added, we must first underst& what the customer values, so we need to lớn identify & prioritize who our customers are, and collect the VOC, or voice of the customer data. Using this data, we then determine the danh mục of CTQ requirements.
A comtháng 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 thực đơn the owner is trying lớn 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 to 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 lớn establish what is critical to lớn chất lượng.
A CTQ for the making of the crème brulee might look lượt thích the example below:
The CTQ tree helps take the initial customer desires and turn them into measurable deliverables.
3 benefits of attending to CTQ
Before you feel tempted khổng lồ shrug off this step, deeming it unnecessary, consider a few key ways it can benefit you to consider what is critical lớn unique.
Making it possible to lớn underst& and meet your customer’s needs
If you don’t know the characteristics that hóa trang 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 lớn underst& value, eliminate non-value-added activities, và satisfy your customer.
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Less rework
When you vày not understand 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 to lớn the customer regarding errors.
3 CTQ best practices
Collect as much data regarding the CTQ as possible. It’s easy lớn 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 lớn use your CTQ trees to lớn help you develop your metrics. Quality is maintained through the metrics you mix up, both for verifying that customer demands are being met và for identifying errors as soon as possible.Frequently Asked Questions (FAQ) about CTQ
How deep bởi I need lớn dive sầu when doing the CTQ tree?
Usually, the deeper the better, as the customer will not always understvà what they are asking for until they realize they forgot khổng lồ ask for an important feature.
Going baông chồng to the example CTQ tree, the requirement on the mechanical lowering of the beater blades into lớn the mixing bowl did not state how far into lớn the bowls the beaters have to lớn descover. If the beaters only lower two inches inkhổng lồ the bowl, they may not mix the custard well enough. Going baông chồng & asking for a measurement would be advisable. Other requirements, such as how “oval” does the oval dishes need to be, may not be a critical factor.
How bởi I tell a key CTQ characteristic from a lesser important CTQ characteristic?
It can be a challenge to separate a nice-to-have feature from a critical necessary characteristic. It can be helpful lớn use your information from the VOC, or Voice of the Customer, lớn help determine criticality for each element.
Are there any other tools that can assist with setting up CTQ?
One tool worth considering is the unique function deployment (QFD) tool. This is a methodology that assists with transferring information from the VOC and transforming it into lớn CTQ, including assigning priority actions required to lớn meet key attributes.
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Critical lớn quality is necessary to meet customer expectations
Critical khổng lồ chất lượng describes the key characteristics needed lớn meet customer demands. These should be measurable factors, developed from the Voice of the Customer exercises. It is important to lớn collect as much data as possible from the customer, then transform that data into key deliverables.
By measuring the key metrics, you can be sure lớn spot errors earlier in the process and make your customer happy by meeting their expectations.