THE IDENTIFICATION OF CRITICAL-TO-QUALITY (CTQ) CHARACTERISTICS BY USING THE QUALITY FUNCTION DEPLOYMENT (QFD)

摘要

Critical-to-quality (CTQ) Flowdown is a term that applies to a method of taking characteristics of a product or service, as defined by the customer, and identifying Critical-to-quality features or dimensions. The goal is to identify features or processes that are critical to achieving customer satisfaction, and then measuring the feature or process to understand its capability. This study deals with the use CTQ and QFD, along with the Six Sigma, by companies such as General Electric and Maytag. According to the study, CTQ flowdown involves six steps, and these are: 1. Listen to the voice of the customer 2. Prioritize CTQ's based on customer input 3. Translate customer CTQ's into technical requirements 4. Identify which product subsystems most affect the CTQ 5. Identify which subassembly most affects the CTQ 6. Identify which part and dimension most affects the CTQ.