CTQ analysis

The CTQ (critical to quality)analysis marks the critical attributes of a product, a process or a system.

There are three kinds of CTQ:

  • critical attribute related to customer's view (What is important to the customer?)
  • critical attribute related to the process (What is important to the provision of service?)
  • critical attribute related to regulations (Which government regulations have to be considered?)

Critical attributes related to the customer are deviated from the VoC ("Voice of the Customer") in a three-level-based process:

  • customer's original utterance
  • customer's main requirements
  • measurable characteristic values

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