CRITICAL TO QUALITY LÀ GÌ

     

The kitchen manager looks over the danh mục of equipment that will be needed for the new kitchen to 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 to lớn your customers, but the rest will definitely be impacted by your decisions as khổng lồ your menu, & the level of chất lượng you are trying khổng lồ establish.” 

The kitchen manager continues his questions, asking: vày you see speed as a prime requirement? unique of ingredients và method of preparation will also impact the required equipment list. Also, the breath of your menu will impact the different types of equipment và 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 to quality?

An overview: What is critical to lớn quality?

Critical to quality, 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 understand what steps in our process are value-added, as these critical to chất lượng characteristics help define the value.Bạn đã xem: Critical to quality là gì

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

Bạn đang xem: Critical to quality là gì

A common tool used khổng lồ 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 quality 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 đứng đầu 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 khổng lồ local shops, so a traditional crème brulee torch would not be practical, and 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 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 and turn them into measurable deliverables.

3 benefits of attending to lớn CTQ

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

Making it possible lớn understand & meet your customer’s needs

Less rework

When you bởi vì not understand the CTQ, you are bound khổng lồ fail lớn meet your customers’ requirements, và 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.

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Saves time

Less rework also means less time spent performing the rework & less time trying spent apologizing to the customer regarding errors.

3 CTQ best practices

Collect as much data regarding the CTQ as possible. It’s easy to 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 to use your CTQ trees to lớn help you develop your metrics. Unique is maintained through the metrics you phối up, both for verifying that customer demands are being met and for identifying errors as soon as possible.

Frequently Asked Questions (FAQ) about CTQ

How deep vày I need to 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 khổng lồ ask for an important feature. 

Going back to the example CTQ tree, the requirement on the mechanical lowering of the beater blades into the mixing bowl did not state how far into the bowls the beaters have to descend. If the beaters only lower two inches into the bowl, they may not set the custard well enough. Going back và 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. 

How vì chưng 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 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 quality function deployment (QFD) tool. This is a methodology that assists with transferring information from the VOC & transforming it into CTQ, including assigning priority actions required to lớn meet key attributes.

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Critical to unique is necessary khổng lồ meet customer expectations

Critical to chất lượng describes the key characteristics needed khổng lồ 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 into key deliverables. 

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