Know the Drill

摘要

Critical-To-Quality (CTQ) trees, also called drill-down trees, help quality professionals translate broad customer needs into specific, actionable and measurable project metrics. They also help establish a relationship between the customer priority and CTQ project parameters. It helps Black Belts (BB) confirm that the problem they are trying to solve is aligned to customer and business priorities. The CTQ tree should be a routine tool used during the define phase of Six Sigma projects. The examples presented in this article help illustrate this concept. Reduce operating costs At a meeting, a CEO told his direct reports that his top goal for the year was cost reduction. The head of the infrastructure and logistics department used the CTQ tree to reduce infrastructure and logistics costs.