CTQ
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CTQ (Critical to Quality) characteristics are the measurable product or process attributes that directly impact customer satisfaction.
Definition
CTQ (Critical to Quality) characteristics are the specific, measurable attributes of a product or process that customers consider essential to quality. CTQs translate vague customer desires like "fast" or "reliable" into concrete specifications with upper and lower limits. In Six Sigma, CTQs form the foundation of the Define phase—they determine what to measure, what to improve, and how to verify success. A properly defined CTQ includes the characteristic, how it's measured, and the acceptable range.
Examples
Customers say they want a laptop battery that "lasts all day." The team translates this into CTQs: minimum 8 hours runtime under standard usage, weight under 350 grams, and charging time under 2 hours. These measurable specs guide design and testing.
Key Points
- CTQs must be measurable with clear upper/lower specification limits
- Derived from Voice of Customer (VOC) through structured translation
- A CTQ tree maps: Customer Need → Drivers → CTQ Characteristics
- Typically 3-5 CTQs per project to maintain focus
Common Misconceptions
CTQs are the same as customer requirements. Customer requirements are often vague ("good quality"). CTQs are the measurable translation that engineering and operations can act upon. The conversion process is where Six Sigma adds rigor.
More CTQs mean better quality focus. Too many CTQs dilute effort and create conflicting priorities. Effective projects focus on the vital few characteristics that drive customer satisfaction, typically 3-5 per project.