CTQ analysis

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